Work: Technical Support

This position is located in the Denver Tech Center. We hire for these positions in classes, and I believe the next class will be in August or September. If this sounds interesting to you, PM me.

Must be able to pass drug test and background check...:)

JOB POSTING TITLE
Business Services Tier I Representative

TASKS
Job Summary: The Business Services Tier I Representative provides technical assistance to inbound telephone inquiries from Commercial Business customers.
Essential functions of the position include but are not limited to the following:
- Represents company in a professional and positive manner in all situations.
- Provides customer facing support to Commercial customers.
- Diagnoses customer issues through process of elimination by asking probing questions.
- Determines the appropriate solution based on diagnosis and executes the most logical fix providing verbal instruction to Customer at a level of detail commensurate with customer PC knowledge and experience.
- Identifies customer LAN issues.
- Troubleshoots customer connectivity including but not limited to RF, modem, router, or combination device
- Troubleshoots customer Email issues such as delivery problems and client configuration.
- Activation, configuration, and use of Web space service.
- Providing, verifying, and/or modifying network settings (TCP/IP).
- Resets and/or re-provisions customer modem.
- Obtains, provisions, adds, or deletes multiple IP addresses.
- Checks for outages by reviewing outage page for known problems and/or checks router. Notifies the appropriate parties and advises the customer accordingly.
- Documents details of customer interaction by opening ticket in the trouble ticketing system and records appropriate information in database.
- Assigns ticket to local market to dispatch service call or assigns to Business Services Tier 2 Representatives for advanced troubleshooting.
- Identifies areas for improvement of process and procedure, and provides feedback to supervisors.
- Punctual, regular, and consistent attendance.
- Other duties as assigned.

REQUIREMENTS

EDUCATION:
High School Diploma or GED required.
Associates Technical Degree or equivalent work experience preferred.

EXPERIENCE:
- 1 year of call center/customer service experience required.
- 2 years of technical troubleshooting preferred in PC applications, operating systems, email applications, and SPAM issues.
- Knowledge of Webhosting preferred with an understanding of FrontPage, FTP, and HTML.
- Superior listening skills.
- Strong written and oral communication skills.
- Ability to work independently efficiently and effectively to resolve customer concerns and or issues.
- Ability to manage multiple time sensitive issues.
- Ability to maintain enthusiasm and positive attitude.
- Ability to adapt easily to a constant changing environment.

Ability to work overtime as needed.