Resolve technical issues via incoming phone calls from (mostly) non-technical end users.
Respond to incoming web-based support requests.
Utilize Live Chat with powerful desktop sharing tools.
Recognize trends and report them to senior level engineers.
Find and document any new support issues or product bugs.
Work with other team members to resolve active issues.
Upselling - identify product improvements by additional services offered by Intermedia.
The ability to maintain Key Performance Indicator metric goals while delivering a worry-free experience to our customers.
Self-awareness and common-sense approach to identifying issues to escalate appropriately.
Self-starter with the maturity to ask for assistance when needed.

Requirements

1+ years of experience in a high-volume call center environment in a technical support role.
Advanced networking skills pertaining to VoIP routing/hardware, UCaaS and CCaaS products.
In-depth knowledge Number Porting processes.
Applies technical knowledge to analyze, diagnose, troubleshoot, and resolve complex customer issues with ownership.
Demonstrate the ability to patiently solicit needed information from non-technical users and communicate the technical solution in understandable terms.
Ability to follow documented procedures, instructions, and manage time successfully.
Goes above and beyond to ensure client satisfaction and success at all times.
Strong sense of commitment to resolving client issues on the first call.
Must be a self-starter with proven ability to work proactively and independently.
Excellent communication skills - writing, speaking, and listening.
Detailed oriented with good documentation skills.
Commitment to excellence: willing to accept constructive feedback, share information with other team members, and drive toward continuous improvement.
Previous work-from-home technical support experience.
Understanding of call center operations; prior experience in equivalent position a plus.
High degree of technical aptitude.
College degree or equivalent experience

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

VoIP routingUCaaSCCaaSNumber Portingtroubleshootingtechnical analysistechnical diagnosistechnical resolutiondocumentationKPI management

Soft Skills

communicationproblem-solvingcustomer satisfactionself-starterattention to detailcommitment to excellencepatiencetime managementteam collaborationadaptability