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Technical Support Tier 1 Full-time

at in Kansas (Published at 15-05-2019)


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, including but not limited to E-mail, voicemail, auto attendant, Web Hosting, and browser configurations
  • Troubleshoot advanced product or service issues, including but not limited to DS1 transport, PRI / CAS / FXS telephony, 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
  • 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:

  • High School Diploma or GED equivalent, College Degree preferred
  • 2+ years? customer service and/or technical support
  • 1-2 years? in Telecom Industry preferred

Job Type: Full-time


  • customer service: 1 year (Preferred)
  • Technical Support: 2 years (Preferred)

Work authorization:

  • United States (Required)

Work Location:

  • One location

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