Support Agent - Night| Belleville, MI (On-Site)
About The Position
What we do: US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services — all powered by its expansive, robust fiber network. US Signal also helps customers optimize their IT resources through the provision of managed services and professional services. We are seeking a Support Agent to join our team in Auburn Hills, MI data center. This role is performed on-site. This is a 12-hour night shift position Thursday to Sunday and every other Wednesday. This role plays a key role within the Technical Operations Center, delivering Tier One support across a range of services including Cloud, Connectivity, Colocation, Data Protection, and Security.
Requirements
- Customer support experience
- Ability to effectively communicate technical concepts to both technical and non-technical audiences.
- Strong customer service skills with excellent interpersonal and telephone etiquette.
- Basic knowledge of relevant industry technologies including fiber, operating systems, data center operations, networking, and cloud services.
- Simplify: Problem Solving, Strategic Thinking
- Stay Curious: Learning Agility, Innovation, Open-Mindedness
- Be Kind: Collaboration, Empathy, Interpersonal Skills
- Associate's degree or 2+ Years Professional Experience Required
- Must be able to achieve CJIS certification within introductory period of employment
Responsibilities
- Respond to customer inquiries via phone, email, and chat; provide timely updates and ensure accurate documentation of all interactions.
- Perform Tier 1 troubleshooting and implement basic service changes while meeting or exceeding service level agreements (SLAs).
- Work closely with internal teams such as Engineering and Outside Operations to escalate and resolve complex issues.
- Conduct facility walkthroughs, provide remote hands support, escort visitors, and process incoming deliveries.
- Execute preventative maintenance tasks per MOPs and support special projects as assigned by leadership.
Benefits
- Generous paid time off policy, including vacation and 10 paid holidays
- Competitive and comprehensive medical, dental, and vision benefits plans with Flexible Spending benefits including medical/dental expenses and dependent care
- 401(k) retirement plan with a generous contribution
- Group Term Life Insurance covered 100% by employer
- Wellness Incentive to promote overall employee well-being
- Paid volunteer time
- Business casual dress code
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
51-100 employees
