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Tier 1 Technical Support Specialist 2 (3rd Shift)

Job ID

Date posted

Englewood COLORADO United States

Job Description


Responsible for maintaining and improving Jeppesen customer satisfaction by providing software support to end users of company computer based products.

Essential Duties:

Answers incoming technical support escalations, phone calls, online chat sessions, and emails in an effective, efficient, and friendly manner.
Enters information into customer resource management tool in order to ensure proper tracking and metric reporting.
Responds to all inquiries for technical support within defined service level agreements. Maintains contact with the customer to ensure effective problem tracking.
Monitors production systems and data delivery tools for stability and troubleshoots problems as needed.
Escalates unresolved problems to Tier 2 technical staff.
Performs other duties as required.

Schedule: Wed. – Sat. – 7:00pm – 5:00am


Two year degree in a related field of study and typically 1 or more years’ related experience or an equivalent combination of education and experience.

Knowledge and Skills:

Has substantial and thorough understanding of the job.
Solves routine problems of limited scope and complexity by following established practices and procedures.
Receives general supervision with basic instructions for routine work and detailed instructions for new lines of work or special assignments. Performs routine or standardized work, choosing from a variety of well-established options. Work is reviewed for soundness and overall adequacy and accuracy.
Errors may cause moderate loss of time or customer/user dissatisfaction.
Interacts primarily with organization personnel and customers to obtain or provide information requiring some explanation or interpretation.



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