Technical Support Tier 1

Macon, GA 31210

Posted: 01/07/2019 Industry: Telecommunication Job Number: 59110 Pay Rate: 11.5 - 11.5


The Technical Support Tier I agent s duties and responsibilities include but not limited to answering all incoming customer calls in queue with a pre-defined opening script. The Tier I agent will identify customer needs; manage Average Talk Time, Wrap Up time, and other measurable objectives.

*Essential Duties and Responsibilities include the following: *(Other duties may be assigned.)

  • Resolve routine Trouble Tickets related to a large scale email migration
  • Troubleshoot advanced product or service issues, including but not limited to email client configurations, mail flow and DNS with proper escalation as necessary to achieve optimal trouble resolution times
  • Expected to handle customer calls with a positive problem-solving attitude
  • Properly document in OSS system call purpose and resolution
  • Strive for first call resolution, if first call resolution cannot be met, properly code trouble tickets for escalation to Tier II Tech Support using Ticket classification Guidelines
  • Utilize online resources such as Fusion online and the knowledge base to resolve customer troubles
  • Participate in continuing education and onsite training for new products and services
  • Consult with Tier II or supervisor as needed for problem resolutions
  • May perform additional duties such as; data analysis, project management, reporting, as well as provide input for troubleshooting scripts and diagnostic tools
  • Flexibility to perform additional tasks or duties outside of normal daily activities

Knowledge, Skills and Abilities Requirements:

  • Basic understanding of Windows Operating System
  • Basic understanding of email functionality including Hosted Microsoft Exchange, IMAP, POP and mail client configurations.
  • Candidate must have strong analytical skills
  • Strong verbal and written communications and interpersonal skills
  • Professional demeanor
  • Candidate must have a customer satisfaction driven attitude
  • Be an active contributor in a positive team environment
  • Must follow predefined guidelines, protocols, and procedures as directed
  • Candidate must possess the ability to learn, retain, and apply new information in an ever-changing environment

Education and/or Experience Requirements:

  • Bachelor s Degree preferred
  • 1 year of experience in telecom, tech support, networking, or hardware, such as switches, routers, hubs, phone systems (PBX/CBX), Cisco, or Juniper


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