Technical Support Product Specialist

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

📋 Description

• Address technical concerns through incoming phone calls from primarily non-technical users.

• Manage incoming support requests submitted via the web.

• Employ Live Chat along with effective desktop sharing tools.

• Identify patterns and communicate them to senior engineers.

• Discover and document new support inquiries or product defects.

• Collaborate with other team members to resolve ongoing issues.

• Upsell by pinpointing product enhancements through additional services provided by Intermedia.

• Maintain Key Performance Indicator metrics while ensuring a seamless experience for our customers.

• Exhibit self-awareness and a sensible approach to appropriately escalate issues.

• Be a self-starter with the maturity to seek help when necessary.

⛳️ Requirements

• Minimum of 1 year experience in a high-volume call center setting in a technical support capacity.

• Proficient networking skills related to VoIP routing/hardware, UCaaS, and CCaaS solutions.

• Comprehensive understanding of Number Porting processes.

• Utilize technical expertise to analyze, diagnose, troubleshoot, and resolve intricate customer issues with full ownership.

• Display the ability to patiently extract necessary information from non-technical users and convey technical solutions in clear, understandable terms.

• Capable of adhering to documented procedures and managing time effectively.

• Go the extra mile to guarantee client satisfaction and success at all times.

• Strong commitment to resolving client concerns on the first call.

• Must demonstrate self-starting capabilities and a proven track record of proactive and independent work.

• Exceptional communication skills, including writing, verbal communication, and active listening.

• Detail-oriented with solid documentation abilities.

• Commitment to excellence: receptive to constructive criticism, willing to share information with colleagues, and focused on continuous improvement.

• Prior experience in remote technical support is advantageous.

• Familiarity with call center operations; previous experience in a similar role is a plus.

• High level of technical aptitude.

• College degree or equivalent experience preferred.

🏝️ Benefits

• We hire, promote, and compensate employees based on their job performance, without consideration of race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”).

• We maintain a zero-tolerance policy for employment discrimination in the workplace and are dedicated to making reasonable accommodations for identified disabilities or other limitations as mandated by all applicable laws.

• We are an equal opportunity employer and appreciate the diversity within our organization.