Intermedia Cloud Communications

Technical Support Engineer

Intermedia Cloud Communications

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $60,000 - $70,000 per year

About the role

  • Assist customers and act as an escalation point for Technical Support related issues within our Contact Center product.
  • Take on escalated, difficult troubleshooting situations and follow the ticket through to the final stage to ensure customer satisfaction throughout the entire process.
  • Provide front line, direct support to a designated customer segment and work closely with carrier partners to help ensure proper functioning of Intermedia products and service.
  • Support team members through escalation, resolution, and training.

Requirements

  • Bachelor/Collegiate Degree or a minimum 3 years of experience in a technical support environment preferably in a Contact Center
  • Demonstrated ability to assess impacts to customer experience and make improvements that result in an overall positive customer experience as measured through CSAT, NPS and other Customer Feedback Channels
  • Demonstrated ability to understand competing priorities and demonstrated ability to make educated decisions and display a sense of urgency when assisting customers
  • Knowledge of Windows OS and basic PC troubleshooting strongly desired
  • Ability to communicate effectively with employees and customers
  • Must enjoy taking on challenging problems
  • Excellent written and verbal communication skills
  • Ability to flow chart and clearly define diagnostic steps in creating a working troubleshooting guide
Benefits
  • We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”).
  • We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws.
  • We are an equal opportunity employer and value diversity at our company.
  • We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingWindows OSPC troubleshootingcustomer experience assessmentCSATNPSdiagnostic stepstroubleshooting guide
Soft Skills
customer satisfactioncommunicationproblem-solvingdecision-makingsense of urgencyteam supporttrainingadaptability