West Corporation Technical Support Specialist UC in Louisville, Kentucky

Technical Support Specialist UC

Description

Responsible for:

  • Providing Tier I support to clients related to issues with assigned business unit products and services

  • 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

Qualifications

Applicant for this job will be expected to meet the following minimum qualifications:

Education

  • High school diploma or GED required

  • College courses from an accredited college or university in computer science, MIS or a related field preferred

Experience

  • 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

  • Based on departmental need, may be required to work weekend or evening shifts

At West, we’re dedicated to a single proposition - making communication easy. Whether it’s coworkers across the office or partner firms around the globe, enabling that connectivity is the hallmark of our work. Our mantra? We Connect. We Deliver.

Every person on the West Unified Communications Services team is focused on providing solutions and services that make better connections and deliver real results - not just for our customers, but for our customers’ customers. When it comes down to it, if you can’t talk and share information internally or with people outside your company, your business isn’t going anywhere.

West is dedicated to shedding the jargon around unified communications and providing specific, concrete uses to those who benefit most. What’s that mean for you? We handle the complex stuff so you don’t have to. That’s why West dedicates so much time, energy and investment in the unified communications space.

Unified communications has a lot of pieces and West covers them all.

If you are interested in this position and meet the minimum requirements, apply online today!

Applications accepted through 10/31/17.

EEO Employer

Job Call Center

Primary Location United States-Kentucky-Louisville

Schedule Full-time

Organization Unified Communications Srv USA

Req ID: 118897