Job Title:

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 operators 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 and 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 and Internal Communication

Notify designated IMCI and 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 and 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 and 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 and 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.

IMCI Technologies

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