Support Agent - Night |Grand Rapids, MI (On-Site)

Description

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 one of our Grand Rapids, MI data centers. This role is performed on-site. This is a 12-hour night shift position Sunday to Tuesday 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.

• Customer Support & Communication: Respond to customer inquiries via phone, email, and chat; provide timely updates and ensure accurate documentation of all interactions.
• Technical Troubleshooting: Perform Tier 1 troubleshooting and implement basic service changes while meeting or exceeding service level agreements (SLAs).
• Collaboration & Escalation: Work closely with internal teams such as Engineering and Outside Operations to escalate and resolve complex issues.
• Data Center Operations: Conduct facility walkthroughs, provide remote hands support, escort visitors, and process incoming deliveries.
• Facilities & Special Projects: Execute preventative maintenance tasks per MOPs and support special projects as assigned by leadership.

Requirements

What you bring to the team:

• 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

Education:

• Associate's degree or 2+ Years Professional Experience

Required License(s)/Certification(s):

• Must be able to achieve CJIS certification within introductory period of employment

What We Offer:

In return for your hard work and commitment, you will enjoy a supportive and inclusive workplace, along with the following 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
  

Working Conditions and Physical Demands:

This position may be performed in either a standard office setting or a home office environment. It requires prolonged periods of sitting, frequent use of a computer and other office equipment, and effective time management in a self-directed work environment. Occasional lifting of items up to 25 pounds may be required.

All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data. All employees are responsible to ensure actions comply with state and federal regulations and requirements.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.

US Signal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.