Technician support tier job description

ModSquad has partnered with multiple top-tier brands/clients across the globe and we need the best of the best in Customer Support!
Do you have a Tier 2 Technical Support background?
Do you enjoy work-from-home and flexible schedules?
ModSquad is seeking Mod Contractors to join our network!

If you want the chance to work gigs on the coolest of client projects...then ModSquad is the place for you!! Our clients are strictly Top Tier whose product offerings and services are hip, contemporary, and very current. You will instantly know who they are and very likely use them yourselves. Their customers expect the best service and support and that's where we come in.

Our Mods bring super skills, a positive attitude, and a great vibe to project work every day. Mods assist and guide customers to the right answers, solve concerns and are the GPS for customers to understand and optimize the best use of a client's product or services. Project gigs are available now and more are on the horizon.

Our role is to oversee the back-end administrative side, check for and fix errors, and escalate things that require further support. In doing so, this will help the client's site users be able to access their accounts and give money to charity!

Hourly Rate:
To be discussed in the interview phase

Commitment:
15 hours per week
90 days (as needed)
What We Are Looking For:Keen attention to detail Experience in Administrative tasks Able to work mostly autonomously (Support provided) Experience with ZendeskCSV/Error Log experience is a plus, but not necessary Account Management experience is a plus, but not necessary
WorkSpace Requirements:Dedicated laptop or desktop computer with Windows 10 or above Willingness to install MSQ security software and 2FA app on the phone
What's In It For You:The potential to work with some of the coolest clients around the world like the NFL, Vimeo, and Topps! Flexible self-scheduling Access to ‘Hot Gigs' postings exclusive to the Mod NetworkWork from home Competitive hourly rate - Discussed during your first interview Paid orientation
***PRO TIP***: Take your time and make sure you do a thorough job in completing your application. Your responses should be grammatically correct and comprehensive. This will greatly increase the probability of scoring an interview!

Please note: A Chromebook is not sufficient for ModSquad projects.

Who is ModSquad?
ModSquad is a global provider of managed digital engagement services. Our 10,000+ Mods chat with customers, moderate web content, manage communities, and buzz in social media for many of the world's coolest brands, including the NFL, Zendesk, and Topps, to name a few. We bring companies closer to their customers than ever before. From global enterprises to international agencies to hip new startups, our clients have reaped the benefits of putting ModSquad's expertise to work. With experienced Mods available in 50+ languages in 70+ countries, we're your squad for the digital world.

ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.

***Pay rates vary by client and are not negotiable. Rates will be disclosed during the interview process

*Catapult Technology Solutions* is looking for a Tier 1 Tech support person with 1 - 3 years experience. Position will require phone, email and on-site support. So people skills are a must!

We are a Managed Service Provider for small to mid-sized businesses through out Central Indiana. We handle all their technology needs so they can focus on their business. This is a fast paced, always changing environment, so thinking on your feet is a must! Reliable transportation is required. You will go to client sites for repairs and service. Mileage is reimbursed at the federal rate.

We provide 2 weeks vacation, limited after hours and weekend work ( only for emergencies). Yearly raises and potential for bonus depending on KPI's.
Must haves Soft Skills:
* *Customer Support* - Our clients are our lifeblood, without them we have no business.
* *Communication* - Written and oral, you need to be able to explain complex technical ideas in a non technical way.
* *Desire to learn* - Technology changes, you need to adapt to the ever changing solutions we offer our clients.
* *Ability to research* or ask if you don't know the answers! Not everyone knows all the answers, you just need to know how to get the answer.
* *Independent work* - We do not have time to micro manage you. You must have the drive to get the job done with limited supervision. You are an adult, so we expect you to act like one and take pride in what you do. No mom's here to hold your hand.
Must have technical skills:
* *Computer and Network troubleshooting* - The ability to figure out what is wrong, is it DNS? Bad windows patch? Malware?
* *Light Active Directory skills* - Must know how to reset a password, add a user, configure a security group, group policy would be a nice bonus.
* *Understand networking* - Subnetting, VLans, basic router and switch configuration, how to setup a wireless AP and check what channels to use.
* *Install and setup a computer* - join it to a domain, move a profile over, setup outlook and O365 email.
* *Basic Server Understanding* - Know what a domain is, know what a VM is, how patching works, understand scripting.
* *General Security Practices - *Why do we close ports? Why is a firewall important? Why change the default password? Why isn't everyone a local admin on their computer? Understand AV and what it does. Backups!
* *Documentation and Time tracking* - We provide an industry leading software package the helps with documentation and time tracking. Use it. Seriously.
If this seems like something you would like to do, submit your resume. Pay is dependent on experience. We are also hiring for higher level technical positions, so the ability to move up into different positions is possible for the right person.

Job Types: Full-time, Part-time, Contract

Pay: $40,000.00 - $50,000.00 per year

Benefits:
* Flexible schedule
* Health insurance
* Paid time off
* Vision insurance
Schedule:
* 8 hour shift
* Monday to Friday
Supplemental pay types:
* Bonus pay

Ability to commute/relocate:
* Indianapolis, IN 46268: Reliably commute or planning to relocate before starting work (Required)

Experience:
* Active Directory: 1 year (Preferred)

Work Location: One location

Say hello to possibilities

It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

We're a $1.5 billion company that's growing at 30+% annually and we're expanding our GSS Team to make sure we stay ahead of the competition.

Job Overview:

Tier 2 Representative reviews a support request received through phone or email from a client's end-user or a Tier 1 organization and assesses the nature of the issue, reproducibility of the issue, and the remediation steps are taken. The Tier 2 Representative continues troubleshooting that may include inspection of devices, smartphones, OS, configurations, router network setup, and quality of service.

The main responsibilities are not limited to root cause identification, and remediation of problems, or installation of a workaround. Tier 2 Representatives either resolve the issue or prepares the issue for customer concern to the Tier 3 organization. The Tier 2 Representative communicates with customers using web-based tools and follows grammar rules. Demonstrates continued and consistent proficiency in most of the skill sets utilized with the Call Center. Adheres to schedules, guidelines, and requirements in accordance with the Company's policies and procedures.

Responsibilities:

The essential functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following:
Provides support and consultation to Tier 1 agents.Handles raised calls from Tier 1 agents.Dispenses supervisory changes and/or adjustments to the customer's accounts, as needed.Provides highly technical and sophisticated troubleshooting skills to resolve customer's concerns.Conduct callbacks to follow-up resolution of customer's issues.Analyzes call logs from the CRM ticketing system and provide additional necessary information to expedite the resolution of customer concerns that are beyond the scope of Tier 1 agents.Is updated on the group decisions about current/possible bugs (Email, RC411/RC911).Works on special duties (E911, Caller ID Name).Knowledgeable in outage management

Essential Requirements:
Reports and submits call logs, product issues encountered, and all other reports that will be required by the Team Leader.Updates office@hand accounts and TELUS account details.Works with Level 3 support engineering to resolve technical issues.Works on other tasks that are given to you by the Executive/Management Team (Manager on duty).Manages and maintains accurate time records.

Job Requirements:
Strong verbal and written communication skills in English2 years of collegiate education is required At least 2 years of working experience handling customer concerns call Above-average knowledge of VOIP, networking, routers, and modems Strong customer service orientation Experience configuring, updating, and supporting VOIP solutions in a multi-location environment is a plus Ability to work efficiently in a highly demanding, collaborative, and fast-paced environment Networking, IT, or telecommunications certification is a plus
Should be amenable to working night shifts
What we offer:
RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)
Work from home temporarily until further notice Comprehensive HMO package (medical and dental) Personal Time Off LeavesQuarterly Performance BonusEmployee Assistance and Wellness Programs

RingCentral's Global Service and Support team lead the post-sale experience for our customers-making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.

RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as the Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote, and hybrid work options optimized for the ways we work and live now.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location.

RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its off-shore partner Acquire Asia Pacific Philippines, Inc.