[Remote] Technical Support Product Specialist (Voice)

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