Job Description

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 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.
Responsibilities:

Technical Customer Support 1 will be responsible for providing initial response and technical troubleshooting for customer-related issues in adherence to departmental policies and procedures. Responsibilities include taking initial customer and Public Safety Answering Point (PSAP) 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.

Essential Duties

Answer incoming calls from customers and PSAPs 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 Perform technical troubleshooting and problem-solving Coordinate and lead technical troubleshooting bridges with internal and external resources Resolve issues independently when possible, and escalate to the next level of support promptly and in a timely manner when resolution cannot be achieved Participate in special projects as needed

Education

High school diploma or GED required

Experience & Skills

1+ years of customer service experience required, preferably in a helpdesk environment 1-year experience in the 9-1-1 or public safety industry preferred Working knowledge of standard computer applications and operating systems Proficiency with productivity tools such as Microsoft Excel, Word, and Outlook Exposure to troubleshooting is a plus, including familiarity with SIP protocols, UNIX systems, basic networking concepts, and analyzing network data

Additional Requirements

Flexibility to work any shift in a 24x7 environment, including weekends and holidays. Candidates should be prepared to work any shift offered, including night shifts. Initial shift assignment will be determined after the training period, and schedules may be adjusted over time to accommodate business needs Shifts may consist of various combinations of days and hours to meet the 40-hour workweek requirement, such as four 10-hour shifts, three 12-hour shifts plus a 4-hour shift, or five 8-hour shifts Ability to work overtime, including mandatory overtime when required Ability to work a hybrid schedule that includes time in our Longmont office. Hybrid arrangements are subject to change at any time based on business needs

Total Rewards:

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, access to legal support, pet insurance, identity theft protection, an EAP (Employee Assistance Program) that includes free mental health resources/support, and more! Apply today to join us in

work worth doing!

The starting salary is anticipated between $19 and $22 an hour to start and will be commensurate with experience.

Intrado 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.