Technical Support Specialist I

ISI provides telecommunications management and analytics solutions that help organizations gain visibility into communications usage, costs, and operational performance. Our products, including ISI Analytics and Infortel Classic, support customers across a variety of industries by delivering reporting, analytics, and management tools for complex communication environments.

As a Technical Support Specialist I, you will serve as the first point of contact for customers seeking assistance with ISI products. This role is ideal for an individual who enjoys solving problems, helping customers, and building technical expertise in a collaborative environment.

Position Summary

The Technical Support Specialist I is responsible for providing frontline technical support to customers using ISI Analytics and Infortel Classic. This position handles customer inquiries received through phone, email, and web-based support channels, assists with troubleshooting software-related issues, documents support activity, and collaborates closely with internal teams to ensure timely issue resolution.

Successful candidates are customer-focused, curious problem solvers who can gather relevant information, investigate issues, and communicate clearly throughout the support process. This role offers an opportunity to develop technical expertise and grow within ISI's Customer Support organization.

Essential Responsibilities

• Serve as the first point of contact for customer support requests received by phone, email, and web-based support systems.
• Respond to customer inquiries in a professional, timely, and customer-focused manner.
• Document support interactions, troubleshooting steps, and issue resolution details within company support systems.
• Gather information from customers to accurately identify, diagnose, and resolve software-related issues.
• Monitor system alerts and down-system notifications and take appropriate action to restore service or escalate when necessary.
• Troubleshoot application issues using established procedures, knowledge articles, and available diagnostic tools.
• Escalate complex technical issues to senior support personnel when additional expertise is required.
• Communicate case status, updates, and next steps to customers throughout the support process.
• Assist customers in understanding product functionality and best practices.
• Perform routine maintenance activities including software licensing, rate table updates, and other support-related administrative tasks.
• Contribute feedback to improve support processes, internal documentation, and customer resources.
• Participate in training activities to expand technical knowledge of ISI products and support procedures.
• Collaborate with internal teams to ensure customers receive accurate and effective support.

What Success Looks Like

Within the first several months, a successful Technical Support Specialist I will:

• Consistently provide professional and timely customer support.
• Gather complete and accurate information needed to troubleshoot customer issues.
• Demonstrate a working knowledge of ISI Analytics and Infortel Classic functionality.
• Independently resolve common support requests and routine down-system cases.
• Follow established support processes and documentation standards.
• Effectively determine when issues require escalation and provide appropriate context to higher-level support resources.

Requirements

Qualifications

Required

• High school diploma or GED.
• Strong customer service and communication skills.
• Ability to troubleshoot problems and think analytically.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong written, verbal, and interpersonal communication skills.
• Basic proficiency with Microsoft Windows and Microsoft Office applications.
• Ability to learn new software applications and technical concepts.

Preferred

• Associate's degree, technical certification, or equivalent experience.
• Previous customer support, help desk, or technical support experience.
• Experience supporting software applications.
• Familiarity with Salesforce or similar ticketing systems.
• Exposure to telecommunications, reporting platforms, or analytics software.

Key Competencies

• Customer Focus
• Technical Troubleshooting
• Problem Solving and Critical Thinking
• Active Listening
• Documentation and Attention to Detail
• Time Management and Organization
• Learning Agility
• Teamwork and Collaboration
• Professional Communication

Work Schedule

This position supports customer operations during standard Customer Support business hours, Monday through Friday between 7:00 AM and 5:00 PM Central Time. Flexibility within scheduled support coverage may be required.

Career Growth

The Technical Support Specialist I position is designed as an entry point into ISI's Customer Support organization. Team members are encouraged to develop product knowledge, technical troubleshooting skills, and customer support expertise that prepare them for advanced support and technical career opportunities within ISI.