Responsibilities: The Tier I Technical Support agent's duties and responsibilities include but not limited to answering all incoming customer calls in queue with a pre-defined opening script. The Tier I agent will identify customer needs; manage Average Talk Time, Wrap Up time, and other measurable objectives. They will be trained to resolve routine Trouble Tickets, including but not limited to E-mail, voicemail, auto attendant, Web Hosting, and browser configurations. They will also be trained to troubleshoot advanced product or service issues, including but not limited to DS1 transport, PRI/CAS/FXS telephony, and DNS with proper escalation as necessary to achieve optimal trouble resolution times. Tier I Tech Support agents are expected to handle customer calls with a positive problem-solving attitude. As well as properly document in OSS system call purpose and resolution. Tier I Tech Support agents are expected to strive for first call resolution. If first call resolution can't be met, properly code trouble tickets for escalation to Tire II Tech Support using Ticket classification Guidelines. They will be expected to utilize online resources such as Online and the Knowledgebase to resolve customer troubles. Tier I Tech Support agent will receive continuing education and onsite training for new products and services. Tier I Tech Support agents when necessary will consult with Tier II or supervisor as needed for problem resolutions. They may perform additional duties such as a data analysis, project management, reporting. As well as provide input for troubleshooting scripts and diagnostic tools. Required Knowledge, Skills & Abilities: Bachelors degree OR 1 year of experience in telecom, tech support, networking, or hardware such as Switches, Routers, hubs, phone systems (PBX/CBX), Cisco, or Juniper. Basic understanding of Windows Operating System. Candidate must have strong analytical skills. Strong verbal and written communications and interpersonal skills. Professional demeanor. Candidate must have a customer satisfaction driven attitude. Be an Active contributor in a positive team environment. Must follow predefined guidelines, protocols, and procedures as directed. Have the ability to work any shift in a 24x7 call center environment. Candidate must possess the ability to learn, retain, and apply new information in an ever changing environment. Flexibility to perform additional tasks or duties outside of normal daily activities. Desirable, but not Required Excellent communication and influencing skills through written or verbal communication. Bi-lingual is a plus Proficiency in Spanish Technical focused degree Cisco or Juniper certifications