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Technical Support Product Specialist
Skills
Collaboration SolutionsContact Center As A ServiceContact CentersContinuous ImprovementCustomer BaseDocumentationEngineering
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 1+ years in a high-volume call center technical support role
- Advanced networking skills in VoIP routing hardware UCaaS and CCaaS
- In-depth knowledge of number porting processes
- Ability to analyze diagnose troubleshoot and resolve complex issues
- Ability to communicate technical solutions clearly to non-technical users
- Ability to follow documented procedures and manage time successfully
- Strong commitment to first-call resolution
- Must be self-starter and able to work independently
- Excellent writing speaking and listening skills
- Detail oriented with good documentation skills
- College degree or equivalent experience
Nice to have
- Work-from-home experience
- Call center operations knowledge
- High technical aptitude
Day to day
- Provide technical support to mostly non-technical end users by phone web requests and live chat
- Diagnose troubleshoot and resolve complex customer issues while maintaining ownership and calm professionalism
- Identify trends document new support issues and bugs and collaborate with team members and senior engineers to improve service
- Work from home using desktop sharing tools and deliver a customer-centric worry-free support experience while meeting KPI goals
Hiring process
- Online instructor-led training class
- Pass the class
- Background check
- Reference check