UC Support Specialist, Tier 1

Primary Duties

• Customer Satisfaction through the delivery of world class Support Services.
• Optimizing productivity while assigned to customer tickets or projects.
• Ability to prioritize work through ticket and project status.
• Problem-solving and resolution of issues and escalating where appropriate.
• Ticket Quality Control and Ticket Management.
• Customer Service including phone, video, and email communication.
• Occasional on-site to nearby customers (less than 15%).
• Occasional on-call responsibility/rotation.
• Participation in process improvement initiatives.
• Documentation skills for customer environments.

Competencies

• Outstanding capabilities to troubleshoot various voice offerings in a hosted environment.
• Strong knowledge of 8x8, Cisco Webex, Network protocols, and Remote Management tools.
• Ability to communicate effectively and professionally with all customer contacts.
• Ability to provide clear written communication for ticket/project updates.
• Clear written communication to maintain organization and control over all information related to customer tickets and assignments.
• Familiarity with Various SBCs including Edgewater and Avaya.
• Excellent verbal skills for customer interaction.
• Excellent documentation skills.
• Dedicated to always providing exceptional customer service.
• Proficiency in all aspects of the core technical requirements.
• Strong team collaboration skills.

Required Experience

• 3-5 years' experience as a UC Support Specialist, with strong VOIP and Networking skills.
• Participate in planning and execution of new and existing equipment hardware and firmware upgrades, including patching.
• Advanced technical knowledge of current network hardware, protocols, and internet standards.
• Strong background with ticketing systems and tracking work.
• 2+ years in a customer facing role, MSP preferred.
• 2+ years working with SaaS products.

Paid Benefits

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 7 company holidays + generous PTO

Pay Range

Pay Range $31.25—$33.65 USD

Company Commitment

• We are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us.
• We are committed to providing you with a positive experience on our websites and while using our products, services and solutions ("Solutions").

Contact Information

• If you suspect fraudulent activity, please contact us immediately at privacy@neweratech.com.
• Our official email domain is @neweratech.com.