Technical Support Tier 2 Level 1

Overview

Position Summary: This is a full-time non-exempt position in the Technical Assistance Center (TAC) providing technical support to external and internal customers. This position requires analytical thinking, strong troubleshooting, communication and positive customer service skills. Individuals must have a strong technical aptitude with a desire and willingness to continually learn and maintain knowledge.

• Provide technical support to external and internal customers via phone and email for the SONIFI suite of product and service offerings.
• Proactively identify potential problems and trends and make recommendations for solutions.
• Perform remote support and troubleshooting which will include, but is not limited to:
  System Upgrades, Software, Hardware, Portal, Network Infrastructure, MATV, Internet.
• Maintain accurate and timely updates to customer records using Salesforce.
• Compile data for customer usage and system performance analytics.
• Complete assigned training; and use down time to self-study training documents.
• Acceptable attendance is essential as this is a “Critical” position in a 24x7 call center; this includes arriving on time, being in “available” status and working the duration of your scheduled shift. As this is a critical position, you will be expected to work during company closures, which includes, but is not limited to closures related to holidays and weather. This position may work a set, rotating, day, mid, or night schedule which may include holidays and weekends.
  
  Overtime may or may not be mandatory.
• Handle confidential and proprietary SONIFI information.
• Adhere to departmental Call Quality standards.
• This job description is not intended to be all-inclusive; there are other projects as assigned.