Technical Support (English or Bilingual English and Spanish)

Location: Newark, CA

Summary

The role of Technical Support candidate is an advanced technical position in a high-volume fast-paced voice-over-IP technical contact center. The incumbent will be responsible for handling escalated customer cases by troubleshooting advanced/complex hardware and software issues while providing a best-in-class customer experience. Customer communication mediums include the telephone channel, email and chat-based interactions. We are also looking for Spanish speakers to provide tech support to our clients as well!

 

Responsibilities

  • Serve as the main point of escalation for our offshore staff and corporate escalations at the executive level.
  • Provide front line troubleshooting and technical support in the companies tiered support model.
  • Provide technical support to customers with the most difficult or challenging problems.
  • Going the extra mile to follow up with customers, ensuring issues are resolved and customers are satisfied in a timely manner.
  • Diagnose network, router or connectivity issues to help improve Quality of Service for calls.
  • Apply troubleshooting techniques to resolve VOIP problems by utilizing packet captures and reviewing logs.
  • Monitor telecommunication services that include our carriers, our telephony servers, etc.
  • Provide root cause analysis of new issues and provide detailed analysis for our engineering teams.
  • Provide customer updates on status of open issues or confirmation when issues are resolved.
  • Prioritize impact of customer-facing issues for analysis and fixing by engineering teams.
  • Apply expert knowledge of our companies services, VOIP technology and networking hardware and software.
  • Report all product deficiencies and defects to the corresponding teams.
  • Identify bugs and possible service impairments based on call trends and customer feedback.
  • Test newly fixed bugs prior to deployment by the engineering team.

Required Experience & Qualifications

  • Possesses high technical aptitude.
  • Ability to work efficiently in a highly demanding, team-oriented and fast paced environment.
  • Experience driving continuous improvement in a complex product support role for a company known for its focus on customer service.
  • At least 2-year experience in an technical support role.
  • Ability to communicate and empathize with all levels of customers – executives, external customers and engineers.
  • Solid background with VOIP technology and terminology (VOIP, SIP, RTP, QOS, Codecs).
  • Experience working with telecommunications and/or networking products
  • Experience working very closely with technical teams to drive software or hardware improvements based on customer impact/feedback.
  • Familiar with network performance testing software.
  • Knowledgeable in advanced network troubleshooting and Terminology (LAN/WAN: Routers, Firewalls, Switches, TCP/IP, DNS, etc.)
  • Any networking, IT or telecommunications certification is a plus.
  • Familiar with Customer Relationship Management software
  • Highly organized and results oriented.
  • Excellent punctuality and attendance record a must.
  • Undergraduate degree preferred, preferably in a technical discipline.
  • Bilingual Spanish/ English is preferred but not required