Job Level
JuniorMid-Level
Tech Stack
CloudVoIP
About the role
- Review and catalog the network(s) for clients and confirm they are VoIP equipped
- Ensure phone and feature setups are working properly
- Provide recommendations on future enhancements
- Assist the Retention Team in resolving escalated customer problems
- Provide high-level support as a contributor to Partner Support
- Balance inbound calls and emails, as well as assisting the Partner Support Team in a scheduled environment
- Handle escalated issues sent to you by management and executive leadership
- Provide customer-focused support using clear and descriptive methods
- Manage and complete projects on time
- Work within multiple scheduling and ticketing programs
- Coordinate with various departments to provide internal education and assistance
- Advise customer on network topology and configuration
- Determine the source of customer issues (hardware, software, user access, other)
- Document resolutions for future reference
Requirements
- Strong Customer service skills, including being an active listener with the ability to de-escalate quickly
- Superior technical troubleshooting and analytical skills
- Advanced written and oral communication skills, with extreme attention to detail
- Ability to quickly establish and maintain excellent rapport with customers
- Proven communication skills required to create, maintain and enhance customer relationships and experiences
- Outstanding technical competence (Software, Hardware, Networks)
- Ability to multi-task and learn quickly in a challenging environment
- Advanced judgment, negotiation, and problem-solving skills
- Exceptional ability to adjust to the technical level of the customer when communicating technical information
- Advanced experience positioning sensitive and confidential subjects
- Ability to work independently, with limited supervision, yet work well within a team
- Ability to work quickly and efficiently under deadline pressure
- Outstanding follow through and organizational ability
- Minimum two years of technical support experience preferred
- A+, Networking + , MCSA, CCNP or other certifications
- Bachelor Degree or equivalent experience required