Tech Support Analyst - Converged Communications
About The Position
This position provides technical expertise to internal and external customers through pre- and post-sales technical support on specified technologies, using telephone, email, web, and other channels. The role also produces documentation, tests products, and demonstrates equipment or software as needed. The analyst evaluates and resolves hardware and software problems, advises customers on solutions and configuration changes, and installs equipment or software to reproduce customer issues. The position involves documenting and tracking support requests, coordinating with hardware and software vendors, attending training, and maintaining regular attendance. The role includes daily contact with coworkers, immediate management, customers, and vendors, as well as occasional contact with executive management.
Requirements
- Willingness to participate in the Afterhours Support program.
- Willingness and ability to work outside regular scheduled shift hours.
- Customer service experience, both in person and over the phone.
- Ability to speak English plainly and be easily understood over the phone.
- Ability to understand spoken English, including technical and colloquial language.
- Ability to learn quickly.
- Experience with IP networks and networking.
Nice To Haves
- Experience with video conferencing, voice, and collaboration concepts and technologies.
- Experience with Voice over IP (VoIP) concepts and technologies.
- Experience with business data products and services.
- Proficiency in Spanish, Portuguese, French, or German.
- SAP experience.
Responsibilities
- Answer, evaluate, and prioritize telephone, voicemail, and email requests for assistance involving specified hardware and software technologies.
- Interview users, guide them through diagnostic procedures, and determine whether problems are caused by hardware or software.
- Recognize, research, isolate, resolve, and follow up on routine and complex problems.
- Log and track calls in the problem management database and maintain history records and related problem documentation.
- Contact software and hardware vendors to request service for defective products.
- Demonstrate hardware and software as needed and consult with customers about solutions or configuration changes.
- Install hardware, software, and peripheral equipment to reproduce customer problems.
- Perform product testing and produce documentation for internal and external use.
- Attend training.
- Perform other duties as assigned.
- Maintain regular attendance.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Life insurance
- 401(k) plan with matching provision
- 128 hours of paid time off (PTO) each calendar year, prorated for date of hire; California employees accrue equivalent PTO each pay period
- 10 paid company holidays
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
