Intermedia is seeking a Technical Support Product Specialist to join our award-winning Client Services organization. The successful candidate will have a passion for delivering customer centric support and providing in-depth product knowledge to our evolving customer base. Our working environment is unique! Work entirely from home supporting the end-users of our easy-to-use and secure communication and collaboration solutions. If you share our desire for delivering exceptional support, we are excited to hear from you!
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.
Desired Skills:
- 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
VERY IMPORTANT information to note:
- Hired candidates must be av