Tier 1 Support Agent

Premiere Global Services, Inc. is a global provider of on-demand business process improvement solutions. Our on-demand Communications Operating System offers business applications within the following solution sets: Conferencing & Collaboration, Desktop Document Solutions, Enterprise Document Solutions, Notifications & Reminders, and eMarketing.

Headquartered in Atlanta, Georgia, and with presence in 23 countries worldwide, Premiere Global delivers solutions to an established customer base of over 50,000 companies, including nearly 95% of the Fortune 500.  We are a publicly traded (NYSE: PGI) company with $560M+ in annual revenues and 2500 associates in 23 countries.  Premiere Global was recently recognized as a leading innovative technology provider in the Information Week 500 and was #16 on the 2007 Georgia’s Top 100 Public Companies.

The Tier 1 Support Agent provides tier one technical support to customer for unattended audio and web conferencing products, analyzing and resolving problem calls according to priorities and time frames laid out in service level agreements, escalating when necessary. 

Essential Duties and Responsibilities: 

• Answer inbound calls and determine client needs
• Identify possible resolutions using established and/or general guidelines and protocols.
• Use multiple resources to solve product-specific user issues.
• Effectively communicate “real time” solutions that may involve multiple steps or alternatives to resolve issues with a non technical client(s).
• Effectively defuse challenging client situations by using strong customer service skills.
• Identify when a situation requires escalation to Level 2 support.
• Appropriate and timely use of ticketing tool
• Notify appropriate level of newly identified resolutions/issues to update troubleshooting resources.  

All Tier 1 Support Agents must be proficient in the following: 

• Manage all inboxes for department.
• Efficiently and accurately navigate all sites for troubleshooting, scheduling, and call wrap up.
• Request material addition to knowledge base.
• Troubleshoot basic audio issues.
• Troubleshoot basic web issues.
• View bridges to troubleshoot during an op-recall.
• Research logs, perform testing, and provide feedback or escalation of problems encountered on the Corporate Conferencing platform.
• Using appropriate tools (product documentation, internal tools, trace routes, ping, java logs, etc), isolate source of issue and engage appropriate fix agents to resolve.
• Escalate issues appropriately to Level 2 and send out issue alerts.
• Provide excellent customer service.
• Log calls into PRIME.
• Make entries into departmental calendar and schedule and accept meeting invites.
• Host meetings on all unattended products. 

Skills/Qualifications: 

• Knowledge of web collaboration tools and internet functionality, network knowledge, E.g.  basic level network terminology and how networks work.
• Knowledge of basic telephony concepts.
• Understanding of file types and file delivery methodologies.
• Ability to use multiple resources, including web resources, to get current information to troubleshoot and analyze issues.
• Extensive knowledge and proficient user of internet technology and navigation.
• Creative trouble shooting/problem resolution skills and the ability to determine when existing protocols are sufficient rather than a creative resolution.
• Experience with issue documentation and ability to understand and follow set escalation procedures.
• Experience in basic technical help desk operations to include ticket escalation, research, and communication of problems and issues to supporting groups. 
• Understanding of understanding of tcp/ip, firewall functionality, proxy server functionality, and SSL, basic email delivery protocols.
• Proficient in all MS Office applications and the aptitude to learn and apply new applications quickly and easily.
• Strong communication skills, written and verbal.
• Typing 40 wpm.

Experience/Education:

High School Diploma or GED and 1 year of tier one technical support in a call center environment.  Experience troubleshooting multiple internet based products preferred.

Starting wage = $14.53/hr

In addition, an extensive benefit package is offered including:

• Competitive medical, dental, and vision plans
• Paid Time Off including vacation, personal, sick and 8 holidays
• Tuition reimbursement plan up to $4,000/calendar year
• Short Term and Long Term Disability Insurance
• 401K plan
• Basic life and AD&D insurance paid for by the company
• Unique Voluntary Life insurance
• Flexible Spending Accounts
• Business Travel Accident Insurance & Travel assistance Services for personal travel.
• Employee Assistance Plan

To apply, please follow this link to create your personal profile - then, you must specifically apply for this position to complete the application porcess.  http://pgs.talentsecure.com/candidates/jobopenings.aspx

AA/EOE
M/F/V/D
Drug-free workplace
Local candidates only please