Technical Support Representative

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Who are we looking for

As part of the Customer Success Team, the technical support representative is the first point of contact for customers.
We are looking for a self-starter who will be working in a fast-paced environment providing exceptional technical and general support for customer issues related to wholesale VoIP and CPaaS operations.

The ideal candidate desire to work closely with a team, possesses excellent communication skills, advanced problem analyze-solving skills, and an ability to build strong customer relationships.

Responsibilities

  • Provide technical support and customer service for all CommPeak services such as VoIP, DID, PBX and Dialer (24/7/365 environment).
  • Deliver support services to end-users via ticketing system, chat, phone, and remote access.
  • Perform logging, assessment, categorization, and prioritization of incidents and requests.
  • Handle technical inquiries and service requests from end-users.
  • Perform the first level of troubleshooting and resolution of incidents through proper investigation, data gathering, identification, and application of workaround or solution.
  • Escalate to the level 2 change and service requests, major events, and incidents.
  • Ensure proper documentation and tracking of all activities through the ticketing system.
  • Continuously update and maintain team knowledgebase and documentation.
  • Assist in the monitoring of business and infrastructure alerts. Ensure proper escalation and coordination of monitored events or incidents.
  • Perform routine health checks over and above automated monitoring to ensure the quickest detection time for service affecting issues.
  • Execute established procedures, policies, and guidelines as it relates to requests, incident, change, and event management.
  • Execute escalation processes with both internal and external teams.
  • Maintain a team focused attitude and work towards creating a healthy, respectful atmosphere.
  • Participate and be part of the team’s continuous improvement activities.

Requirements

  • 1+ years of relevant experience: Technical Support, Customer Service, or IT.
  • Excellent customer service and problem-solving skills.
  • Above average written communication skills.
  • Experience in desktop, network, and remote support.

Advantages

  • Experience with SIP, VoIP, PBX, and dialer technologies.
  • Strong knowledge of TCP/IP LAN/WAN networking technologies.