Supporting Existing Customers
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
VIP Customer Escalations
Assist the Retention Team in resolving escalated customer problems
Provide high-level support as a contributor to Partner Support
Ability to 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

Two years of technical support experience preferred
A+, Networking + , MCSA, CCNP or other certifications preferred

Benefits

unlimited discretionary time off
tuition reimbursement

Applicant Tracking System Keywords

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

Hard Skills & Tools

VoIPnetwork topologynetwork configurationtechnical supportproject managementticketing systemshardware troubleshootingsoftware troubleshootinguser access management

Soft Skills

customer-focused supportproblem-solvingcommunicationcollaborationtime managementescalation management

Certifications

A+Networking+MCSACCNP