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
Intermedia is the cloud communications company that helps over 150,000 businesses connect better, from wherever, through our AI-powered platform that includes voice, video conferencing, chat, SMS, contact center, business email and productivity, file sharing and backup, security, archiving, and more. It was founded in 1993, and is headquartered in Sunnyvale, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.intermedia.com.