Name : Help Desk Supervisor
Agency : Intrado
Phone : 720-494-5800
Email :
Open_Date :
Close_Date :
Open_Until_Filled : Yes
Message :
Document : HELP DESK SUPERVISOR - 102812
Description
Intrado Inc. is North America's leading provider of 9-1-1 infrastructure systems and services. Founded in 1979,
Intrado's wide range of offerings for safety and commercial markets includes 9-1-1 data management, wireless
data services, target notification and data aggregation and delivery.
The company's unparalleled industry knowledge in data management, network transaction, call handling and
notification technology reduces the effort, cost, time and complexity associated with providing reliable
information for 9-1-1, safety and commercial applications. Intrado is "work worth doing!"
Responsible for supervising a variety of help desk functions to ensure effective and accurate completion of
customer help desk requests; ensure appointments and customer follow-ups are well-organized and times are
met; supervise and monitor all open tickets and identify overdue issues, providing resolution in a timely and
effective manner; manage the Automatic Call Distribution (ACD) system including making user-level modifications
and analyzing weekly or monthly data and recommend enhancements to processes; guarantee that high levels of
customer satisfaction are provided during each point of contact with customers.
Qualifications
Education:
• High school diploma or GED required
• Associate's degree from an accredited college or university with major course work in Computer Science, MIS,
business administration, or a related field preferred
• Canada Education
• High school diploma or GED required
• Degree from an accredited college with major course work in business administration, communications,
marketing or a related field preferred
Experience:
• Minimum three years experience in customer services in a call center environment working with ticketing
systems required
• Minimum one year lead or supervisory experience preferred
Technical:
• Minimum one year experience with networking, Windows based servers and workstations required
• Minimum one year knowledge of telephony networks (e.g., SS7, SIP, ISDN, wireless 9-1-1, PSAP connectivity,
network topology, etc.) preferred
Other:
•Basic knowledge of Word, Excel, and Outlook require
Intrado offers a variety of benefits to our employees including competitive compensation, comprehensive health
coverage, 401(k) retirement plan, tuition assistance, paid holidays, and paid time off.
If you are interested in this position and meet the minimum requirements, apply online today!
EEO/AAP Employer-Minorities/Women/Disabled/Protected Veterans
Please Note: Intrado requires background check, drug screen and motor vehicle record check as a condition of
employment. Additionally, Intrado is a tobacco free workplace