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.
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.
Flexible - Will work with applicant — Based on departmental need, may be required to work weekend or evening shifts.
Medical, dental, 401k, tuition reimbursement
High School Diploma
College courses from an accredited college or university in computer science, MIS or a related field preferred.
Applications will be accepted through 8/23/18. This position can be found on https://www.west.com/careers. Equal Opportunity Employer/Veterans/Disabled