Tier I Support Technician

Job Summary

As Tier1

Technician, you will help Com Tec customers’ technical requests for our products and services. Your role is critical in understanding our customers’ needs and issues and applying the proper solutions to create successful outcomes.

This is not a remote position.

• Provide exceptional technical support to an established nationwide base of clients via phone & email communication.
• Work with major carriers to repair affected services, resolve outages, and escalate critical issues while maintaining clear communication with clients.
• Perform front line troubleshooting to identify root causes of technical issues, resolving problems independently where possible and knowing when to escalate for additional support.
• Identify opportunities for clients to derive more value from solutions by recognizing unmet needs, underutilized features, or services that align with their business goals.
• Actively pursue resolution on customer issues by regularly following up on open cases and ensuring timely closure of all support requests.
• Stay current with product updates, new service offerings and technical procedures through ongoing training and awareness.
• Deliver excellent customer care by demonstrating patience, professionalism, and empathy while managing customer expectations and building long-term relationships.

• Consistent communication with clients on service requests
• Timely resolution to service requests

• Basic IP Networking
• PBX Configurations
• Carrier terminology
• Firewalls/ACLs/VPNs
• Contact Center Terminology
• PBX/Contact center reports
• Microsoft O365 Portal
• Sales Force

EOE