Tier 1 Support

RingLeader is looking for an early career IT enthusiast who is willing to work as a Tier 1 Support Specialist. This position will involve assisting customers, troubleshooting and data entry within the CRM and Support Desk tools. A highly motivated information technology technician responsible for communicating with customers and vendors via phone, email and online chat. This individual should work well in a team but also individually.  

Responsibilities Include: 

• Utilize ticketing, CRM and other online resources to manage and track customer and vendor information such as assigning tickets to yourself and teammates or departments, updating CRM data, provide resources and information via chat. 
  
• Remotely assist customers’ needs through troubleshooting issues and responding quickly and efficiently.  
  
• Complete all document status updates within the CRM tool and communicate with necessary parties to include follow-ups on status of the problem until resolution. 
  
• Willing to escalate the problem to the next level of support if the issue cannot be resolved at Tier 1. 
  
• Search call logs of various SIP and VoIP appliances to assist troubleshooting. 
  
• Manage Microsoft Office 365 tenants, especially Teams related functionalities. 
  

Requirements

Required Experience, Skills, and Education: 

• An early career IT enthusiast with at least a high school diploma and 2 years or more of professional experience or a technical certification in place of work experience, or a bachelor’s degree in an IT related field with no prior experience. 
  
• Systems/Network/Security certifications are a plus but not required 
  
• Experienced working in a customer service or call center environment. 
  
• Ability to work in a team environment.  
  
• Clear and effective communication. 
  
• Someone with a strong work ethic and available to share rotating on-call support schedule. 
  
• Willing to become an expert in one or more technical work streams, such as Networking or VoIP deployments, to prepare yourself for the next stage of your career. 
  
• Proficient in creating technical documentation & diagrams using Visio or similar. 
  
• A US Citizen 
  

 Minimum Essential Functions: 

• Communicate with customers and vendors via phone, email and web, and document each interaction. 
  
• Maintain a professional interaction with the customer in verbal, written and web meeting communications. 
  
• Ability to learn new tools/ programs and technical skills. 
  
• Ability to share rotating after hours on call responsibilities. 
  
• Reporting to team supervisors and other managers. 
  

Benefits