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Intercall, Inc. Collaboration Support Analyst in Colorado Springs, Colorado

Reference No: J3M2GC67RJTCTC503FJ-2412Intrado is seeking a Collaboration Support Analyst.This role will have the following job functions:- Responsible for resolving escalated complex technical issues related tocompany products and services; resolve escalated issues related to specificproducts (e.g., Microsoft BPOS, WebEx, etc.) for customers throughvarious mean- Research issues that cannot be solved with the customer immediately, andas needed, engage appropriate technical resources for consultation on rootcause of problem, communicating with the status of inquiry with customerregularly through the process- Document and maintain known issues for knowledge base repository to assistlower level support in resolving issues before escalation- Maintain a current knowledge of supported conferencing and unifiedcommunications products and services in the company portfolio, updatinglower tier support groups as products and functionality change- Responsible for a variety of technical activiti es associated with presalesand implementing products and services for customers- Provide project management for new customer installations and integrationson supported productsEducation* Bachelors degree in computer science, MIS or a related field required* Equivalent work experience in a similar position may be substituted foreducational requirementsExperience* Minimum 2 years experience in a customer facing technical support rolerequired, preferably within a technical product or conferencing companyTechnical Knowledge* Minimum 2 years experience with a broad range of technical supporttechniques (e.g., application, firewall, proxy server, internetrouter, antivirus configuration, connectivity, etc.) required* Minimum 1 year experience providing technical customer support to one ormore of the following; Communicator, SharePoint or BlackBerry preferred* Minimum 1 year experience with Cloud computing and conferencing softwarepreferredOther* Intermediate knowledge of Word and Excel required* Microsoft certifications (e.g., Microsoft Certified SystemsAdministrator (MCSA), Microsoft Certified Technology Specialist(MCTS), etc.) preferredOur solutions connect people with each other, and the information needed togain insights for better decisions on the issues that matter most -Information to Insight.Intrado has sales and/or operations in the United States, Canada,Europe, the Middle East, Asia Pacific, Latin and South America and is anEqual Opportunity Employer - Veterans/Disabled and Other Protected Categories.#taleoapplyThe position will be posted at least a minimum of 7 days and then until it isfilledDon't forget to join our online talent community and 'Like' IntradoCareers on Facebook to receive updates about exciting opportunities andnetwork with other Intrado employees!