Job Description
Intrado's mission is to save lives and protect communities by helping them prepare for, respond to, and recover from critical events. Our cutting-edge, innovative SaaS company is at the forefront of transforming preparation for and response to 911 emergencies with next generation, data-driven software. At Intrado, we're passionate about our mission, our customers, and our team members, and seize the opportunity every day to make an impact through #workworthdoing.
Intrado is looking to hire a
Technical Customer Support 1
to join our team in Longmont.
Technical Customer Support 1
is the initial point of contact for customers seeking technical assistance or support. This role requires excellent communication skills, a customer-focused attitude, and a solid understanding of technical concepts.
Technical Customer Support 1
professionals must be able to troubleshoot and resolve issues efficiently while maintaining a positive and professional demeanor.
Essential Duties:
Provide first-level technical support to customers via phone, email, or chat
Identify and diagnose technical issues reported by customers
Assist customers in troubleshooting hardware, software, and network problems
Guide customers through step-by-step solutions and provide accurate information on products or services
Escalate complex issues to higher-level support teams or senior technicians as needed
Document all customer interactions, including details of inquiries, comments, and actions taken
Collaborate with other departments such as engineering or product development to resolve customer issues
Stay updated on product knowledge and technical skills through ongoing training and self-study
Maintain a high level of customer satisfaction by providing timely and effective support
Contribute to the development and improvement of support processes and procedures
Education:
High school diploma or GED required
Experience:
2+ years customer service experience required in a helpdesk environment
1+ year experience with MS Azure/Intune/Entra, Outlook, and MS MFA Authentication
1-year experience in the 9-1-1 or public safety industry preferred
Strong problem-solving skills and ability to think analytically
Excellent communication skills, both verbal and written
Ability to work independently and collaboratively in a fast-paced environment
Strong customer service orientation and ability to empathize with customers' concerns
Basic knowledge of PC Hardware, current Windows operating systems, and UNIX/Linux preferred
Basic knowledge of MS Excel, Word, and Outlook required
Basic understanding of computer networking or telephony networking preferred
Flexibility to work any shift in a 24x7 environment to include weekends and holidays, work shift would be assigned after initial training period
Ability to work overtime, mandatory required overtime as necessary
Benefits & Compensation
Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you'd expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond - tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity and pet insurances, identity protection and more! Apply today to join us in
work worth doing !
The starting wage for this position is anticipated between $18/hour and $18.50/hour and will be commensurate with experience. This position may be eligible for premium pay depending on the scheduled hours.
About Us
Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge SaaS company is at the forefront of transforming the 911 emergency response continuum with next generation data-driven software. Intrado's solutions allow enterprises, call takers, dispatchers, and first responders to make more informed decisions, respond quickly and safely, and ultimately serve their communities better.
Our Company has sales and/or operations in the United States, Canada and Europe and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Intrado maintains a Drug Free Workplace.
