How will you make an impact?
- Develop expertise in our core technologies and additional specialty areas, striving to enhance skills continuously.
- Provide friendly and effective technical support to customers via various channels, ensuring their confidence in our assistance.
- Actively listen to customers, asking relevant questions, and appropriately challenging them to ensure thorough issue understanding.
- Take ownership of each assigned incident from start to resolution, providing timely updates and maintaining communication throughout the process.
- Collaborate with customers to determine the severity and priority of each issue, adhering to SLA targets for resolution.
- Focus on root cause correction to prevent issue recurrence, proactively pulling challenging cases to sharpen skills.
- Create and update knowledge base articles using KCS methodology, contributing to the collective knowledge of the team.
- Continuously develop industry knowledge, identify and report software issues, maintain consistent performance, and avoid escalation through effective communication and resource engagement.
Have you got what it takes?
- Requires an associate degree or working towards a bachelor’s degree in computer science, Business Information Systems, Networking, or similar field, or equivalent experience.
- Minimum 2 years' experience in technical support, specifically supporting Internet Service Providers, networks, or Business Software.
- Proficient in at least one technology area such as Contact center software, Telecommunications, Computer Networking, Programming, or Integrations.
- Strong technical skills encompassing various technologies including protocols, databases, APIs, scripting, and browser software.
- Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing)
- Familiarity with CRM software like Salesforce.
- Exceptional written and verbal communication skills, adept at capturing details fluently during conversations while maintaining assertiveness and friendliness.
- Effective time management and multitasking abilities in dynamic, interrupt-driven environments.
- Demonstrated ability to work both independently and collaboratively in fast-paced settings, with adaptability and strong problem-solving skills.
Reporting into:Manager Technical Support
Individual Contributor