Technical Support Product Specialist (Voice)

Department: Client Services

Employment Type: Full Time

Location: United States

Reporting To: Matthew Bell

Compensation: $21.00 - $23.00 / hour

Description

What you will be doing:

• 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.

What you will bring to the role:

• 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

• Hired candidates must be available for a three-week online, instructor-led training class (from 7am - 4pm PT). Continued employment is dependent upon passing this class
• Work-at-home employees must have high-speed broadband capability (5 mb/s upload speed) via a cabled Internet connection used only for work purposes to ensure uninterrupted, high quality for customer calls.
• You must pass a criminal background and reference check to be hired.
• Shifts assignment are based by Pacific Standard Time and scheduled from 5am – 6pm PST. Shift are determined Workforce Management.

Diversity, Inclusion, and Equal Opportunity