Technical Support Tier 2 Level 1

Position Summary:

This is a full-time non-exempt position in the Technical Assistance Center (TAC) providing technical support to external and internal customers. This position requires analytical thinking, strong troubleshooting, communication and positive customer service skills. Individuals must have a strong technical aptitude with a desire and willingness to continually learn and maintain knowledge.

Essential Functions:

• Provide technical support to external and internal customers via phone and email for the SONIFI suite of product and service offerings.
• Proactively identify potential problems and trends and make recommendations for solutions.
• Perform remote support and troubleshooting which will include, but is not limited to: System Upgrades, Software, Hardware, Portal, Network Infrastructure, MATV, Internet.
• Maintain accurate and timely updates to customer records using Salesforce.
• Compile data for customer usage and system performance analytics.
• Complete assigned training; and use down time to self-study training documents.
• Acceptable attendance is essential as this is a “Critical” position in a 24x7 call center; this includes arriving on time, being in “available” status and working the duration of your scheduled shift. As this is a critical position, you will be expected to work during company closures, which includes, but is not limited to closures related to holidays and weather. This position may work a set, rotating, day, mid, or night schedule which may include holidays and weekends. Overtime may or may not be mandatory.
• Handle confidential and proprietary SONIFI information.
• Adhere to departmental Call Quality standards.
• This job description is not intended to be all-inclusive; there are other projects as assigned.

Know How:

• A related two-year degree is required or equivalent combination of education and experience. Candidates must have the aptitude to learn new technology along with the requisite professional communication skills to work in a call center and team environment.
• In depth knowledge of Cisco routers, switches, OSI model, routing and wireless protocols is required. CCNA or other Certifications are preferred and up to date. Will be cross trained on multiple platforms as needed. Must meet or exceed the expectations for the position.
• Must have professional verbal and written communication skills, the ability to follow department procedures, work independently as well as part of a team, technical troubleshooting and problem-solving skills. Learn and follow company and departmental policies and procedures

SONIFI and SONIFI Health value diversity and we are proud to be an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status. This position is also eligible for PTO, holidays, health, dental, vision, retirement plans, pet insurance, on-demand pay, and a variety of other benefits.

If you require assistance in filling out our online application due to a disability, please contact Human Resources at 605-988-1000.

For more information about Equal Employment Opportunity, please visit: Home | U.S. Equal Employment Opportunity Commission .

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