Tier I Engineer

Position: Tier I Engineer                                                    

Employment Type: Full Time

Location: Springfield, MO

Industry: Information Technology and Services

Who we are:

SmartChoice is a leading provider of business cloud communications with a unique portfolio of solutions including UCAAS, collaboration platforms, and dedicated contact centers. Through its 24x7x365 U.S. based support, white-glove service, and single point of contact approach, SmartChoice has become the go-to provider for a businesses’ technology needs and is one of the largest award-winning business phone system providers. SmartChoice is proud to service and support thousands of enterprises worldwide. Check out our website at www.smartchoiceus.com for more information.

What you’ll be doing:

SmartChoice is seeking a diligent, motivated, and enthusiastic Tier I Engineer to join our growing team.  In this role, the successful candidate will be responsible for resolving inbound customer service and technical support customer requests, accurately logging and tracking all call/email activity in our ticketing system, providing accurate and professional resolution on all supported issues, and accurately resolving all assigned customer service or technical trouble tickets. This is an exceptional opportunity to hit the ground running at a fun, fast-paced company with great opportunities for growth and promotion.

You will be responsible for…

• Fielding incoming customer requests from end users via telephone or email in a courteous manner
• Responding to assigned tickets/tasks efficiently and quickly
• Recording, tracking, updating, escalating and closing customer requests through our trouble ticketing system
• Using company monitoring tools to assess changes in network health and performance; taking appropriate action if an event occurs
• Providing remote customer support for VoIP/Data services
• Managing difficult or emotional customer situations and escalating issues to Level 2,3 and 4 technicians accordingly
• Ensuring responsibilities are covered/transitioned at the end of shift
• Performing other duties as assigned

What skills & experience you’ll bring...

• Associates degree or equivalent from 2-year college
• 1-2 years related experience in any of the following: Customer Service, Level 1 Technical Support, Sales, Account Management
• Ability to follow instructions and responds to management direction
• Ability to address customers requests quickly and effectively, striving for first call resolution 
• Ability to multi-task in a fast paced, customer-oriented environment
• Ability to work in a team environment and collaborate with others
• Expertise in the telecommunication industry a big plus
• Excellent verbal and written communication skills

What we offer...

• Competitive salary
• Paid Time Off
• Medical, dental, vision and life insurance
• Flexible spending accounts
• Gym membership reimbursement
• Employer-matched 401(k) plan
• Exciting company events

SmartChoice provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.  Discrimination of any type is not tolerated.

Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.