Level I Engineer

Job Overview

At SmartChoice, we're reshaping the way businesses communicate, connecting them with innovative solutions through our SMART Network. As a trusted Voice Carrier, Internet Service Provider, Microsoft Teams Partner, and Service Expert, we help companies nationwide achieve new levels of performance with our tailored and cutting-edge technology. We're passionate about delivering exceptional white-glove service, and our team is key to keeping businesses moving forward.

Why Join Us?

At SmartChoice, we believe that greatness is achieved through collaboration, creativity, and a relentless commitment to white glove service and customer success. We don't just sell products—we build partnerships and create lasting impacts for businesses across the country. At SmartChoice, we believe our people are the heart of what we do, and we pride ourselves on fostering a dynamic and inclusive work environment where everyone's voice is heard. Our culture thrives on creativity, collaboration, and celebrating successes—big and small.

As part of our team, you'll be joining a company that values innovation, teamwork, community engagement, and professional growth. Whether it's through professional development, team-building events, or mentorship opportunities, we ensure that our employees feel supported and empowered to achieve their goals. If you're driven, passionate, and ready to make an impact, we want you to be part of our journey.

*This is a full-time, in-office position based in Springfield, MO requiring on-site presence 5 days a week. We are not offering relocation assistance at this time.

*Recruitment agencies or third-party recruiters—please note that we are not engaging external firms for this role.

Job Overview

The Level I Engineer will be responsible for resolving inbound customer service and technical support customer requests, accurately logging and tracking all call/email activity in our ticketing system, providing accurate and professional resolution on all supported issues, and accurately resolving all assigned customer service or technical trouble tickets.

Supervisory Responsibilities:

None.

Responsibilities:

• Field incoming customer requests from end users via telephone or email in a courteous manner
• Respond to assigned tickets/tasks efficiently and quickly
• Record, track, update, escalate and close customer requests through our trouble ticketing system
• Use company monitoring tools to assess changes in network health and performance; take appropriate action if an event occurs
• Provide remote customer support for VoIP/Data services
• Manage difficult or emotional customer situations and escalate issues to Level 2, 3 and 4 technicians accordingly
• Ensure responsibilities are covered/transitioned at the end of shift
• Assist project managers and other departments as needed
• Perform other duties as assigned

Education and Experience:

• Associates degree or equivalent from 2-year college
• 1-2 years' related experience in any of the following: Customer Service, Level 1 Technical Support, Sales, Account Management
• Ability to follow instructions and respond to management direction
• Ability to address customers' requests quickly and effectively, striving for first call resolution
• Ability to multi-task in a fast paced, customer-oriented environment
• Ability to work in a team environment and collaborate with others
• Expertise in the telecommunication industry is a plus

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift up to 15 pounds at times.

What We Offer:

• Culture of Innovation: You'll be part of a forward-thinking team that's driving the future of business communications.
• Growth Opportunities: As SmartChoice continues to expand, so do the opportunities for our team members to take on new challenges.
• Fun & Collaborative Environment: We're serious about our work, but we also know how to have a good time. From team-building events to spontaneous brainstorming sessions, SmartChoice is a place where your voice will be heard, and your efforts will be recognized.

At SmartChoice, we embrace a work culture that champions teamwork, creativity, and fun while striving for excellence in everything we do. We believe that when passionate individuals come together, great things happen. If you're looking to contribute to a growing company that is shaping the future of business communication, we want you on our team. Apply now and start making your mark at SmartChoice!

SmartChoice provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type is not tolerated.