Customer Care Technician

• This requires working IN OFFICE in the Englewood, CO*

SHIFT Tuesday through Saturday from 5:30am to 2:00pm MT.

Summary

We have an entry level opportunity for someone looking to enter the IT space. Our customer service team is expanding to include more level 1 network and security tasks. Basic networking and operating system knowledge is preferred but experience in the field is not required.

The Level 1 NOC Technician functions as the central point of contact for Csquare, interfacing directly with customers, 3rd party vendors and internal resources to ensure a superior customer experience in a 24/7/365 inbound call center environment. The technician is responsible for proactive monitoring, escalation/resolution of issues, processing requests from both customers and internal clients, and rapid isolation and restoration of issues related to a diverse customer base with an ITIL service management focus.

Please note that this is an office-based position.

Primary Responsibilities

• Monitor alert consoles for multiple types of technologies including infrastructure, network, server and application platforms.
• Deliver superior customer service through professional, comprehensive, and timely communication for requests, changes, and incidents.
• Monitor and respond to customer emails requesting assistance with data center activities impacting their operating environments/hosting infrastructure.
• Identify, escalate, and resolve tickets according to procedural documentation and training.
• Process customer requests submitted through the Csquare customer portal.
• Assist/guide customers in how to use the Csquare customer portal.
• Work incoming call queues and meet established production metrics.
• Ensure all infrastructure, network, and customer environments are operational using network/system monitoring and automated email alerts.
• Level 1 network troubleshooting.
• Provide and obtain timely updates to/from relevant parties (internal and external).
• Must be able to work all shifts in a 24/7/365 environment.
• Perform additional/other duties as assigned.

Experience & Qualifications

• Exceptional customer service skills.
• Excellent oral and written communication skills.
• Skilled in MS Office, primarily Word, Excel, Outlook and PowerPoint.
• Must work well in a team environment.
• Ability to consistently multi-task.
• Must be a rapid learner, with the ability to quickly adapt to procedural changes, added job responsibilities, and emerging technologies.
• Relevant post-secondary education or industry-related training a plus.
• General network knowledge.
• You do not need to be an experienced network engineer, but you should understand the basic fundamentals of switching and routing.
• General knowledge of Windows or Linux.
• Network certifications are a plus.
• Any advanced networking knowledge is a plus.
• Linux+ or MSA Certification a plus.

Employer will not sponsor visas for this role

Salary Range: $47,000 - $54,000

Csquare is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.