Technical Support Tier I

ID: 12027



Posted: July 06, 2020

Technical Support Tier I Agent

Location: Washington, DC Metro Area

Compensation: $19/hour

The Technical Support Tier I agent’s provides first-level IT troubleshooting support to incoming customer calls. Providing clear, relevant, and actionable support to a non-technical audience in a prompt manner is crucial for success in this role. Excellent customer service, strong phone communication skills, and solid technical support skills are a must.


Key Responsibilities:

  • Resolve routine tickets, including but not limited to E-mail, voicemail, auto attendant, Web Hosting, and browser setup
  • Troubleshoot advanced product or service issues, including DS1 transport, PRI / CAS / FXS telephony, and DNS with proper escalation as necessary to achieve optimal trouble resolution times
  • Aim for "first call resolution;" code and escalate to Tier II Support as necessary
  • Properly document in OSS system call purpose and outcome
  • Utilize online resources and company knowledge base to resolve customer troubles; participate in onsite training and continuing education to develop knowledge and skills
  • Other duties as assigned, such as data analysis, project management, reporting, assisting with troubleshooting script development


Knowledge, Skills and Abilities Requirements:

  • Basic understanding of Windows OS
  • Candidate must have strong analytical skills
  • Strong verbal and written communications and interpersonal skills, particularly phone communication skills
  • Ability to handle troubleshooting calls with patience, positivity, and a professional demeanor
  • Dedication to achieving customer satisfaction
  • Proactive team contributor work style
  • Ability to learn and apply new information


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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