Technical Support Product Specialist

Intermedia Intelligent Communications•United States, CA

6d•$24 - $25•Remote

About The Position

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!

Requirements

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). Continued employment is dependent upon passing this class
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.

Nice To Haves

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

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.