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Tier 1 Technical Support Specialist (NOC)

Organization

West Corporation

Description

West Corporation is looking a Tier 1 Technical Support Specialist to join their team in Louisville. This role will work with our clients on break/fix in regards to their assigned products and services. Responsibilities: answer incoming client calls involving questions or issues;
document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures; provide constant communication to clients on any/all outstanding issues; resolve problems within the scope of responsibility, escalating to appropriate departmental staff any issues that may adversely impact client; contact common carrier and work with them to resolve issues determined to be in their area of responsibility, acting as a liaison between them and the client; update information on trouble tickets as necessary, and close out trouble tickets when clients' issues have been resolved.

Requirements

Minimum 1 year experience in a network operations, technical support environment or customer service role required. Advanced work in pursuit of a Bachelors degree (e.g., junior and senior year, etc.) in computer science, MIS, or a related field can be substituted for one year of technical support or network operations experience. Technical Knowledge: Minimum 1 year experience with networking systems preferred. Basic troubleshooting methodology knowledge preferred. Cisco certification (e.g., CCNA, etc.) preferred. SSCA certification preferred. Other: Basic knowledge of Word and Excel required.

Type

Full-time

Work Schedule

Flexible - Will work with applicant — Based on departmental need, may be required to work weekend or evening shifts.

Salary

Hourly

Benefits

Medical, dental, 401k, tuition reimbursement

Required Education

High School Diploma — College courses from an accredited college or university in computer science, MIS or a related field preferred.

Work Location

Louisville

Application Process

Applications will be accepted through 8/23/18. This position can be found on https://www.west.com/careers. Equal Opportunity Employer/Veterans/Disabled

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