Technical Customer Support – Entry-Level
Job Type Full-Time | All Shifts | Remote (hybrid as needed)
Position Summary
The Technical Customer Support is an entry-level, overnight role responsible for monitoring system alerts, answering inquiry calls, and ensuring clear, accurate, and timely communication of events to IMCI management, partner account managers and customers. This position serves as the first point of awareness and documentation for operational events affecting customer systems.
The primary focus of this role is communication, documentation, and follow-through, not advanced technical diagnosis. Success in this position is defined by the operator’s ability to clearly convey what happened, where it happened, when it happened, and how severe it is, and to ensure each event is tracked through resolution.
Primary Responsibilities
Alert Monitoring & Awareness
- Monitor network, system, and infrastructure alerts generated by monitoring platforms
- Identify new events and acknowledge alerts according to established procedures
- Verify alert details before escalation or notification
Customer & Internal Communication
- Notify designated IMCI customer account managers of events in a timely and professional manner
- Clearly communicate the following critical information for every alert:
- What the alert is (event description)
- Where the alert originated (site, system, or location)
- Severity of the event (based on defined criteria)
- When the event occurred (date and time)
- Provide calm, accurate, and concise communication during routine and high-severity events
Ticket Creation & Documentation
- Create a service ticket for every alert and related customer communication
- Document Accurately:
- Alert details
- Time of occurrence
- Notification actions taken
- Individuals or teams notified
- Maintain clear, professional, and complete ticket notes suitable for audit and customer review
Event Tracking & Follow-Up
- Monitor open events and tickets through completion
- Update tickets as new information becomes available
- Confirm resolution and proper closure of events
- Ensure handoff notes are complete for daytime teams when required
Required Skills & Qualifications
- Strong verbal and written communication skills
- Ability to clearly explain technical or operational events to non-technical audiences
- High attention to detail and accuracy
- Basic computer skills and comfort working with ticketing systems
- Ability to work independently during overnight hours
- Reliable internet connection and quiet remote work environment
- Willingness to work weekends, holidays, and overnight shifts as scheduled
Preferred (Not Required)
- Prior customer service, call center, help desk, or monitoring experience
- Familiarity with service ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar)
- Basic understanding of IT, telecom, or infrastructure concepts
- Experience working in a NOC, SOC, or operations environment
Key Competencies for Success
- Clear and professional communicator
- Calm and methodical during high-priority events
- Organized and process-driven
- Comfortable in following defined procedures and escalation paths
- Strong sense of ownership from alert detection through closure
Work Schedule
- Shift: All Shifts as required
- Location: Remote / Hybrid (as needed)
- Coverage: Days, Nights, weekends, and holidays as required
Career Path
This role provides foundational exposure to operational monitoring, incident management, pre-sales and post-sales support, sales engineering, and customer account management functions.
