JOB TITLE: Tier II Customer Service Representative

Department: Customer Service Job Status: Full - Time

FLSA Status: Non-Exempt Reports To: Manger of Customer Service

Positions Supervised: None Amount of Travel Required: 5%

Work Schedule: Monday through Friday 8 am to 5 pm; on call weekday evenings and weekends.

POSITION SUMMARY:

We are looking to add talented staff to our Tech Support department. We are a family-owned business with a passion for providing industry-leading service to our customers around the world. In this role, you will provide support to our domestic and international customers and work on escalated tickets from our Tier 1 team via phone, remote control programs and remote monitoring tools. You'll be expected to work on several cases a day and ensure minimal downtime for our customers. This is an in-office position, working Monday through Friday, 8am to 5pm.

Position Tasks:

• Provide technical support to Intercard customers throughout the world.
• Provide remote troubleshooting solutions to customers experiencing software/hardware issues.
• Provide timely follow-up with customers to ensure their technical issues are resolved.
• Work cases efficiently and quickly to minimize customer down-time.
• Routinely use computer and network knowledge to troubleshoot and determine the best solution for our customers.
• Work assigned cases daily and update NetSuite with resolution notes.
• Communicate with customers and internal employees/departments with case resolution follow-up.
• Using your IT knowledge and training, solve simple to complex technical issues.

Qualifications:

• A degree in a technology field or 5 years of experience in a similar role.
• Prior experience in a Tier 2 or Tier 3 tech support position.
• Strong communication skills
• Ability to professionally represent Intercard in every interaction with our customers.
• Previous experience with NetSuite is a plus.
• Ability to evaluate cases and prioritize those needing attention first.
• Ability to work in an office on site.
• Occasional on-call for weekends and evenings may occur.
• Experience with networks and servers.
• Excellent customer service skills
• Network experience that includes the following: Cisco Switching deployment and management, Cisco Access Points deployment and management, Cisco Routers deployment and management, Unifi switching platforms deployment and management, Unifi gateways deployment and management, Unifi access points all branding (Wi-Fi 5 & 6) deployment and management.
• Up to Windows experience.
• Up to Windows server 2019 and SQL 2019 standard.