Skills

Communication Incident Response Customer Service Attention to detail Training Facilitation

Job Specifications

Day-to-Day

An employer in Portland, OR is looking for an Incident Response Technician to join their team. This resource is responsible for providing incident facilitation in a call center environment. In addition to working on the telephone with clients and internal employees, this resource will help escalate complex issues that cannot be solved within the Tier 1 team and triaged them to Tier 2 and Tier 3 Engineers. An important aspect of this role is having the ability to follow processes very closely and provide detailed documentation.

Requirements:

At least two years providing Technical Support in a Call Center environment
Strong experience facilitating critical incidents
Occasional training of new Technicians
Excellent customer service skills and strong attention to detail
Ability to answer customer calls and work issues via trouble tickets proficiently and independently
Ability to recognize when to triage issues and Incidents to a higher tier of Technical Support
Ability to collaborate with employees and third-party partners in a way that results in a positive repair experience for client base

Plusses

Automotive Background
Certifications from companies such as Cisco, Adtran and Juniper are desired

Note: The NOC is a 24/7 365 operation. This resource must be available to work any shift: day, night, weekends, holidays, etc. The typical workweek will be composed of 3 shifts of 12 hours each. Shifts are 7 am-7 pm and 7 pm-am - must be available for both. They will be expected to work at least 1-2 overtime shifts per month.

Looking for candidates from a technical call center background who have strong communication and facilitation skills! Customer service and the ability to follow processes are key here! There is VERY little technical work in this role; this person just needs to be able to understand an issue and pass it along to the appropriate person/team. This is a great role for someone who is looking for a stepping stone into a more technical role down the road. During the shifts, there is downtime that can be used to do online school/studying/etc.

Compensation:

$22/hr to $25/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

About the Company

Insight Global is an international professional services and staffing company specializing in delivering talent and technical solutions to Fortune 1000 companies across the IT, Non-IT, Healthcare, and Engineering industries. Fueled by staffing and talent experts, Evergreen, our professional services brand, brings technical advisors and culture consultants to help customers tackle their biggest challenges. With over 70 locations across North America, Europe, and Asia, and global staffing capabilities in 50+ countries, our tea... Know more