Technical Support Product Specialist

About the role

Intermedia is seeking a Technical Support Product Specialist to join their award-winning Client Services organization. The successful candidate will have a passion for delivering customer-centric support and providing in-depth product knowledge to their evolving customer base.

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.
• 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.

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.
• Able to follow documented procedures, instructions, and manage time successfully.
• 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.

Qualifications

• 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.

Skills

• Desired Skills: 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.

Benefits

• 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.
• Shifts assignment are based by Pacific Standard Time and scheduled from 5am – 6pm PST. Shift are determined Workforce Management.

Pay

$24.00 - $25.00 / hour

Schedule

Shifts assignment are based by Pacific Standard Time and scheduled from 5am – 6pm PST. Shift are determined Workforce Management.