Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Tier 2 and frontline direct support to assigned Intermedia customer segments.

• Resolve challenging customer issues to ensure satisfaction through to final resolution.

• Collaborate closely with carrier partners to guarantee the effective operation of products and services.

• Assist team members through the processes of issue escalation, resolution, and training.

• Maintain ownership of cases, resolving or escalating issues within a 48-hour timeframe.

• Handle phone calls, respond to emails, and manage internal escalations.

• Diagnose and address product issues or escalate them to the appropriate internal or external contacts.

• Document, investigate, and resolve issues reported by departments interacting with customers.

• Maintain and enhance technical support policies, procedures, and knowledge bases.

• Share expertise with colleagues to refine support procedures.

• Interface with vendors to acquire knowledge and troubleshoot problems.

• Work in conjunction with system engineers and developers on troubleshooting, solutions, workarounds, and specific projects.

• Prepare reports on outages and incidents for production and back-office systems.

• Monitor production systems.

• Provide overtime and rotational on-call support during off-hours as necessary.

• Operate remotely via company VPN without disrupting customer experience.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• Bachelor’s degree or a minimum of 3–4 years of experience in a technical support setting, ideally within a Contact Center.

• Ability to evaluate customer experience impacts and enhance CSAT, NPS, and other feedback metrics.

• Competence in managing competing priorities, making informed decisions, and acting swiftly when assisting customers.

• High proficiency in telephony, PBX phone systems, SIP, VoIP, and Fax technologies.

• Strong working knowledge of networking, routers, firewalls, IP, and collaboration with ISPs.

• Familiarity with Windows OS and basic PC troubleshooting is highly desirable.

• Network certifications are advantageous.

• Knowledge of UNIX, LDAP, SQL, T1, T3, and ISDN is a plus.

• Ability to communicate effectively with both employees and customers.

• Capability to tackle challenging problems.

• Skill in transferring knowledge and optimizing support processes.

• Exceptional written and verbal communication abilities.

• Proficient in creating flowcharts and clearly delineating diagnostic steps in troubleshooting guides.

• Must obtain and maintain current certifications relevant to the role and assigned queues.

🏝️ Benefits

• Equal opportunity employer dedicated to diversity and inclusion.

• Reasonable accommodations for identified disabilities or limitations as required by applicable laws.

• Opportunities for promotion from within.