Technical Customer Support Analyst 1

Our Team:

Our Level 1 Technical Support Analysts form a dynamic and dedicated team that delivers exceptional Tier 1 troubleshooting for modems, routers, gateways, basic networking settings, and other Semtech IoT products. Operating in a high-energy, 24/7/365 environment, our team is the first point of contact for customers, committed to providing support that consistently meets or exceeds expectations. With a focus on swift and effective problem resolution, they ensure an outstanding customer experience every time. 

Job Summary:

We are looking for a proactive individual who thrives both independently and in a team setting. This role involves handling client inquiries via phone and email and collaborating with support teams, management, and network engineers to resolve issues. As a Technical Customer Support Analyst, you will be responsible for creating and updating technical support tickets, delivering first-level technical assistance for modems, gateways, and other IoT products and services, and escalating more complex issues to the next level of technical support.

Key responsibilities include:

• Understanding and Troubleshooting: Proficient in IP schemes, Ethernet connections, static vs. dynamic IPs, and IP passthrough (tunnel) functions. Capable of answering networking questions and troubleshooting connection issues for Comcast Business Pro and Broadband Access products.
• Customer Interaction: Handle incoming calls and email inquiries via Salesforce cases, create and manage support cases, and provide clear troubleshooting steps.
• Collaboration: Work effectively with technicians, customers, and sales teams to resolve issues through phone and email communication.

Our team ensures a swift and effective problem resolution process, delivering an outstanding customer experience with every interaction.

Responsibilities:

• Capture and record accurate and detailed client information using the Salesforce CRM tool while answering client phone calls and working/triaging cases via the ticketing system in Salesforce. (40%)
• Providing basic technical, network support assistance to end-users and enterprise clients. (30%)
• Escalate technical support tickets to next level support teams. (15%)

• Update and maintain case/ticketing system. (10%)

• Administrative duties (customer community portal account access, iMaestro health check). (5%)

Minimum Qualifications:

• Basic networking skills (TCP/IP, DHCP, ICMP, TCP/UDP, SSH, LANWAN, NAT, Wi-Fi, Ethernet, telnet)

• Bachelor’s degree in computer science, Information Systems, or Information technology is preferred

• Desirable certifications: CCNA, CCENT, Network+, MSCE Communication, CNF, CAN

• Proficiency with MS Office (Excel, MS Word, Outlook)
• Demonstrated professionalism and commitment to providing an above average client experience
• Strong Customer Service and technical support background and customer focus abilities and skills
• Intermediate technical proficiency (routers, gateways, modems, and IoT products)

• Ability to work within a 24/7/365 environment

Desired Qualifications

• Excellent verbal and written communication skills
• Independent, self-starter with team player qualities
• Accurately capture detailed client information in CRM tool
• Demonstrated professionalism and commitment to providing an above average client experience
• Active listening skills and ability to engage with clients, build rapport, and anticipate their needs
• Navigating multiple computer interactions

The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically included in this description.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

We are proud to be an EEO employer, M/F/D/V. We maintain a drug-free workplace.