Tier I Support Specialist
West Corporation

Longmont, Colorado

For this opening we will consider candidates from the following locations: Longmont,CO,United States |

Intrado's Life & Safety division is responsible for some critical parts of our everyday life. Our solutions are responsible for everything that happens after a 9-1-1 call is placed - call routing, delivery, location determination and data management. Whether you call from a landline, cell phone or text 9-1-1, we make sure first responders get the right information at the right time so they can save lives.

Intrado also provides notifications to the utilities, healthcare, and educational sectors. Our platform provides multi-modal communications that meet an individual's contact preference and routes over 4 billion notifications each year. At the end of the day, Intrado believes that keeping people in our communities safe, connected, and healthy is a top priority.

Intrado is looking to hire a Tier I Support Specialist in our Longmont office on our Life & Safety team.

The Tier I Support Specialist will be responsible for providing initial response and basic troubleshooting for customer related issues in adherence to departmental policies and procedures; take initial customer calls and provide basic support, dispatching support to Tier II, as necessary; open, track, and close all trouble tickets, ensuring issues are accurately documented; prepare and distribute a variety of metrics reports (e.g., application performance, application errors, trouble tickets, etc.), as requested by supervisor; participate in the activities associated with a variety of departmental projects including preparing reports, material, documentation, and coordinating tasks.

Essential Duties:

  • Troubleshooting
  • Managing CSC mailbox
  • Special projects
  • Work on issues without step-by-step instructions

  • High school diploma or GED required.

  • 2+ years customer service experience required, preferably in a helpdesk environment.
  • 1-year experience in the 9-1-1 or public safety industry preferred.
  • Basic knowledge of PC Hardware, DOS, and Windows NT, Windows 9 x, and UNIX preferred.
  • Basic knowledge of MS Excel, Word, and Outlook required.
  • Ability to work an overnight schedule required (6pm-4:30am or 8pm-6:30am)

  • Compensation will be commensurate with experience. The starting pay rate for this position is $21.50/hour for employees located in Colorado. This position includes differential pay.
  • In addition to a compensation plan commensurate with this role, Intrado offers a comprehensive benefits package, including but not limited to medical, dental, vision, life and disability coverage, tuition reimbursement, employee discounts, 401(k) retirement plan with company match, and flexible spending accounts.

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