Support Center Technician

The Support Center Technician provides first-line support to end-users and employees on technical issues related to application, networks and infrastructure.
Essential Duties and Responsibilities:

• Respond to support requests from customers via phone, ticketing system, and email
• Accurately and efficiently assess the customer's request to determine severity & priority
• Define, research, and resolve or escalate customer issues in a timely and accurate manner (including routing non-technical issues appropriately)
• Provide prompt and timely updates to customers, colleagues, and management on outstanding issues
• Adhere to Support Center processes and procedures, contribute to growing/updating the knowledge base
• Act as liaison between customers, colleagues, management, and other non-technical CPI departments
• Other tasks, duties, and responsibilities as business needs dictate, conveyed by supervisor(s)

Job Requirements:

• Must be ready, willing, and able to work 1st, 2nd, and 3rd shift as the schedule rotates through the year (1st shift: 8am-4pm, 2nd shift: 4pm-12am, 3rd shift: 12am-8am)
• Must be able to work weekends - the Support Center at CPI is a 24/7×365 department
• Must work in CPI HQ - this role is not eligible for any WFH
• Must be able to access customer sites (access granted by each customer)
• Ability to lift 50lbs

Education Requirements:

• High School Diploma required
• Associate's/Bachelor's Degree preferred

Experience Requirements:

• Capability to understand and learn XML/HTML/Linux/Unix and other technologies
• Strong communication skills, punctuality
• 1-2 years of IT Support experience is preferred