Tier I Support Technician

Job Details
Full-timeEstimated: $30,000 – $42,000 a year2 hours ago
  • Communication skills
  • Help desk
  • Bachelor’s degree
  • High school diploma or GED
Full Job Description
***This position is available to be worked remotely***

CORPORATE VISION STATEMENT: To be and be known as the BEST in our industry.

At C Spire, we are customer inspired. Every C Spire team member is charged with delivering world class experience to every customer. Every C Spire team member is charged with living the brand. The primary responsibility of the Tier I Support Technician is to identify, trend, resolve and manage all customer trouble tickets escalated or assigned by the Help Desk. Other job duties include but are not limited to testing of ILEC circuits, customer facilities and single line devices, quality assurance and any other activity associated with the successful restoration and elimination of any recurring troubles.

Provide Tier 1 and first contact support, which includes receiving calls, opening and logging incidents and tasks, addressing issues that can be quickly resolved and routing/raising trouble tickets to the appropriate resource.

Adhering to defined expectations for ticket response times and ticket etiquette related to end user interaction and resolution notes.

Strategically prioritize calls to ensure those that have a critical impact on the business are resolved first.

Aim for first contact resolution and demonstrate an appetite to learn how to increase this metric

Seek support from Leadership for tickets that pass their due dates, or where more experience is required to resolve a case.

Maintain at least once daily customer communication on all tickets assigned.

Follow up on all completed troubles with written correspondence to the customer contact with next steps.

Complete basic MACs (Moves/Adds/Changes).

Perform basic IT and circuit related triage and isolation prior to escalation.

Maintain corporate resources – computers and other network components.

Perform additional duties as assigned

High school diploma or recognized equivalent (Required)

Two or Four-year college degree preferred.

Minimum 2 years’ experience in Help Desk Support or an equivalent combination of education and experience in an enterprise environment (Required).

Superb interpersonal skills and ability to clearly communicate steps to resolve end user’s issues.

Experience in managing support requests through a ticketing system, using clear and detailed communication.

Excellent interpersonal, written and verbal communication skills, and can understand and explain customer situations and solutions.

You take a positive approach to problems – both big and small.

Enterprise Solution Advocates work in a call center environment fielding inbound calls from current and potential customers. Must be able to sit for long periods and use a computer keyboard and/or mouse while viewing a computer screen. Must be able to work evenings and weekends as scheduled.

Note: This is a brief description of the Enterprise Solution Advocate responsibilities and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment. Rev. 01/2022

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