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Level I Tech Support Specialist

Company: Smart Choice Communications
Location: Springfield
Posted on: May 28, 2023

Job Description:

Position: Level I Technical Support Specialist - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Employment Type: Full Time (In office)
Location: Springfield, Missouri
Industry: Information Technology and ServicesShift 1: -Weekend Day Shift (Saturday and Sunday 8:00am - 8:00pm & Monday and Tuesday 10:00am - 7:00pm)
Shift 2: Weekday Overnight Shift (Monday to Thursday -8:00pm - 6:00am) -Who we are -Smart Choice Communications (SCC) is a technology company headquartered in New York City. - As one of the largest Hosted PBX/SIP providers in North America, it provides an unsurpassable level of expertise and support with a unique portfolio of solutions, including UCAAS, collaboration services, dedicated contact centers, managed security, infrastructure, and software and analytics. SCC has won numerous awards for its advanced platform and proprietary network - delivering flexible, cost-effective services that facilitate enterprise-grade quality and reliability. Check out our website at for more information.What you'll be doingSmart Choice Communications is seeking a diligent, motivated, and detail-oriented -Level I Technical Support Specialist to join our growing team. -In this role, the successful candidate will be responsible for resolving inbound customer service and technical support customer requests, accurately logging and tracking all call/email activity in our ticketing system, providing accurate and professional resolution on all supported issues, and accurately resolving all assigned customer service or technical trouble tickets. This is an exceptional opportunity to hit the ground running at a fun, fast-paced company with great opportunities for growth and promotion.You will be responsible for---

Field incoming customer requests from end users via telephone or email in a courteous mannerRespond to assigned tickets/tasks efficiently and quicklyRecord, track, update, escalate and close customer requests through our trouble ticketing systemUse company monitoring tools to assess changes in network health and performance; take appropriate action if an event occursProvide remote customer support for VoIP/Data servicesManage difficult or emotional customer situations and escalate issues to Level 2,3 and 4 technicians accordinglyEnsure responsibilities are covered/transitioned at the end of shiftWhat skills & experience you'll bring...
Bachelor's -degree preferred or equivalent combination -of education and experience1-2 years related experience in any of the following: Customer Service, Level 1 Technical Support, Sales, Account ManagementAbility to follow instructions and responds to management directionAbility to address customers requests quickly and effectively, striving for first call resolutionAbility to multi-task in a fast paced, customer-oriented environmentAbility to work in a team environment and collaborate with others Expertise in the telecommunication industry a big plusExcellent verbal and written communication skillsPowered by JazzHR

Keywords: Smart Choice Communications, Springfield , Level I Tech Support Specialist, Other , Springfield, Missouri

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