[Remote] Technical Support Product Specialist (Voice)
Note: The job is a remote job and is open to candidates in USA. Intermedia is a leading provider of cloud communications and collaboration tech. They are seeking a Technical Support Product Specialist to deliver customer-centric support and provide in-depth product knowledge to their evolving customer base.
Responsibilities
- 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
Skills
- 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
- Hired candidates must be available for a three-week online, instructor-led training class (from 7am - 4pm PT)
- 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
- 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
Company Overview