Helpdesk Support/Customer Service Representative

Location: Monterey, CA

Looking for candidates who are interested in joining our growing team!

Summary: The role of Technical Support candidate is an advanced technical position in a high-volume fast-paced customer service contact center. The incumbent will be responsible for handling escalated customer cases by troubleshooting training sessions while providing a best-in-class customer experience. Responsibilities include all facets of the day-to-day operational execution from handling inbound calls into the Queue, following up on escalated issues from the corporate office, or calling back on open issues from Support tickets. Customer communication mediums include the telephone channel, email and chat-based interactions.

Essential Duties and 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 problems
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
Report all issues
Identify bugs and possible service impairments based on call trends and customer feedback.
Help maintaining customer facing and internal Support knowledge base articles.
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 administration support and customer service
Experience working with telecommunications
Experience working very closely with technical teams to provide improvements based on customer impact/feedback.
Knowledgeable in advanced troubleshooting
Any IT or telecommunications certification is a plus.
Highly organized and results oriented.
Excellent punctuality and attendance record a must.
Job Types: Full-time, Temporary

Qualification Questions
You have requested that Indeed ask candidates the following questions:

How many years of Customer Service experience do you have?
How many years of Database Management experience do you have?
How many years of help desk support experience do you have?
Have you completed the following level of education: High school or equivalent?