Location: Newark, CA
The role of Technical Support candidate is an advanced technical position in a high-volume fast-paced VoIP 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. 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 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.
Help maintaining customer facing and internal Support knowledge base articles.