RRemoteville
Intermedia Cloud Communications logoIntermedia Cloud Communications

Technical Support Engineer

Skills
Analytical SkillsTrainingContact CentersIT EscalationLeadershipNetworkingSession Initiation Protocol
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Bachelor/Collegiate Degree or 3 to 4 years in technical support
  • Experience in a technical support environment preferably a Contact Center
  • Ability to assess customer experience impacts and improve CSAT and NPS
  • High aptitude in Telephony PBX SIP VoIP and Fax
  • Good knowledge of Networking Routers Firewalls IP and ISPs
  • Knowledge of Windows OS and basic PC troubleshooting
  • Ability to communicate effectively with employees and customers
  • Excellent written and verbal communication skills
  • Ability to pass along knowledge and improve support processes
  • Ability to flow chart and define diagnostic steps

Nice to have

  • Reliable
  • Detail-oriented
  • Analytical
  • Sense of urgency
  • Team player
  • Fast-paced mindset

Day to day

  • Provide Tier 2 and front-line technical support to customer segments while delivering a Worry Free Experience™.
  • Investigate challenging telecom and cloud communications issues, diagnose root causes, and resolve or escalate cases quickly.
  • Work closely with customers, partners, vendors, engineers, and internal teams to document issues, monitor systems, and improve support processes.