Technical Customer Support 1 - Temporary

About the role

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters.

Technical Customer Support 1 - Temporary will be responsible for providing initial response and technical troubleshooting for customer-related issues. Responsibilities include taking initial customer calls, providing technical support, and advancing the issue to the next escalation tier as necessary. The role also involves opening, tracking, and closing trouble tickets, ensuring accurate documentation, preparing and distributing metrics reports and participating in departmental projects. This role will likely last 6 months and has potential for being hired full time.

Responsibilities

• Answer incoming calls from customers.
• Collect required details and ask guided questions using documented procedures.
• Provide basic updates to customers on issue status when appropriate.
• Create, update, and close support tickets with accurate, clear notes.
• Manage ticket queues and multiple technical support mailboxes.
• Work tickets to resolution within defined service level objectives (SLOs) and with a strong sense of urgency.
• Document actions taken and observations during troubleshooting.
• Perform technical troubleshooting and problem-solving using step-by-step guides and knowledge articles.
• Use internal tools to check system status and alarms as trained.
• Resolve issues independently when possible; escalate promptly when resolution cannot be achieved.
• Escalate urgent or high-impact issues immediately according to procedures.
• Follow established support processes, escalation paths, and security requirements.
• Maintain shared support inboxes and route requests to the appropriate team.
• Participate in team meetings, training sessions, shadowing opportunities, and special projects as needed.
• Assist with routine reporting, data entry, and metrics tracking.
• Support basic administrative or departmental tasks as assigned.

Requirements

• High school diploma or GED required.
• Bachelor's degree in Information Technology, Networking or Computer Science preferred.

Qualifications

• 1+ year of customer service experience required, preferably in a helpdesk environment.

Skills

• Working knowledge of standard computer applications and operating systems.
• Exposure to troubleshooting is a plus, including familiarity with SIP protocols, Linux systems, basic networking concepts, and active directory.
• Experience with remote support a plus.

Benefits

• Medical, dental, vision, life and disability coverage
• Paid time off
• 401(k) retirement plan
• Paid parental leave
• Access to a robust library of personal and professional training resources
• Employee discounts
• Critical illness coverage
• Hospital indemnity