About the Role
Technical Support Product Specialist – Voice
Are you looking for a company whereYOUR VOICEis heard? Where you canMAKE A DIFFERENCE? Do youTHRIVEin aFAST-PACEDwork environment? Do you wake every morningEXCITEDto work withGREAT PEOPLEand createSUCCESS TOGETHER? Then Intermedia is the place for you.
Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you wont be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. Whats more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!
Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each others back!
Are you ready to make your mark?
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 fromhomesupporting 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’ll Do:
- 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:
- Minimum one (1) year 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
- Foundational knowledge of Number Porting processes
- Technical knowledge to analyze, diagnose, troubleshoot, and resolve complex customer issues with ownership
- Demonstrate the ability to patiently extract needed information from non-technical users and communicate the technical solution in understandable terms
- Ability to follow documented procedures, instructions, and manage time successfully
- Committed to offer 100% Worry Free experience to clients and 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
- Detailed oriented with good documentation skills
- Commitment to excellence: willing to accept constructive feedback, share information with other team members, anddrivetoward continuous improvement
Desired Skills:
- Previous work-from-hometechnical support experience.
- Understanding of call center operations; prior experience in equivalent position a plus
- Highdegreeof technical aptitude