IT Support - Call Coordinator at Edge Communications – Plano, Texas

Reports to: IT Support Supervisor

Location: Plano – In Office

Company Description

Edge is a provider of managed voice and data technology systems and services for business.

Position Description

Serve as the initial point of contact in the Support Center for customers requiring technical assistance.

Primary Responsibilities

• Efficiently respond to a high volume of phone and email support requests in a timely manner.
• Create accurate trouble tickets in the support system and route issues to the appropriate support resources.
• Provide limited technical troubleshooting when applicable.
• Identify priority issues that require escalation.

Other Responsibilities

Participate in ongoing Edge-provided skills and technical training to enhance capabilities and future opportunities.

Required Skills & Experience

• Strong customer service skills, including clear written and verbal communication and the ability to build effective working relationships.
• Ability and willingness to provide prompt, courteous, and thorough responses to users’ questions or issues.
• Ability to quickly become familiar with customer IT systems requiring support.
• Flexibility to work holidays, extended hours on a case-by-case basis, and other shifts as required.
• Ability to accommodate occasional shift changes based on coverage requirements and special events.

Benefits

As a full-time employee, you’ll receive a competitive salary along with a comprehensive benefits package. This includes medical, dental, and vision coverage, 401(k)-retirement plan, paid time off (PTO), short-term/long-term disability, life insurance, and opportunities for professional growth. We’re committed to fostering a collaborative and supportive work environment where you’re encouraged to contribute and grow with the company.