Level II Technical Support

About the role

The Technical Support division at AMA TechTel provides inbound phone support for a variety of communication products, monitors critical network functions, and performs repairs and upgrades on computer hardware and software.

Responsibilities

• Maintain monitoring software and ensure all data is correct and up-to-date.
• Handle calls from residential and commercial customers to resolve technical issues on all products provided.
• Make follow-up courtesy calls to ensure customer satisfaction after reported trouble is resolved.
• Report troubles with partnered service providers after hours and on weekends.
• Diagnose and repair customer’s personal computers that have been brought in for billable labor.
• Communicate with customers and resolve issues reported via the support email account.
• Provision and de-provision services such as Wireless/VOIP, DSL, email, dial-up, hot spot users, and handle account suspends and restores.
• Monitor ACD queues and manage talk times to minimize hold times.
• Submit tickets to be worked by field services and managed services departments.
• Provide exceptional technical support for all commercial calls to maintain unmatched customer service.
• Perform other duties as assigned.

Requirements

• High school diploma, or Associates Degree in CIS preferred.
• Comp Tia A+ certification preferred.
• Experience with computer repair, software/hardware preferred.
• Experience with Microsoft OS preferred.
• Experience with troubleshooting Outlook and other email applications, including mobile email applications preferred.
• Two years related IT/Help Desk experience preferred.
• Must demonstrate computer knowledge and the ability to learn new software.
• General understanding of web hosting preferred.
• Experience with ESI or Shoretel VoIP phones preferred.
• Experience with Metaswitch or CSX preferred.
• Telecommunications experience preferred.

Qualifications

• Must have a minimum of a high school diploma, or Associates Degree in CIS preferred.
• Comp Tia A+ certification is preferred.
• Experience with computer repair, software/hardware preferred.
• Experience with Microsoft OS preferred.
• Experience with troubleshooting Outlook and other email applications, including mobile email applications preferred.
• Two years related IT/Help Desk experience preferred.
• Must demonstrate computer knowledge with the ability to learn new software.
• General understanding of web hosting preferred.
• Experience with ESI or Shoretel VoIP phones is a plus.
• Experience in Metaswitch or CSX is a plus.
• Telecommunications experience is a plus.

Skills

• Ability to thrive in a fast-paced environment and respond to high-priority situations.
• Excellent communication and organizational skills.
• Enthusiastic and self-motivated.
• Proven customer support professional with at least three years of call center experience preferred.
• Ability to speak Spanish preferred.

Benefits

We offer a compensation plan including an excellent benefits package with a 401K, health insurance, and a competitive starting salary.