Technical Support Engineer

Support EngineerSupport EngineerFull TimeRemoteTeam 1,001-5,000H1B No SponsorCompany Site LinkedIn

Location

California

Posted

52 days ago

Salary

$60K - $70K / year

Bachelor Degree3 yrs expEnglish

Job Description

• Assist customers and act as an escalation point for Technical Support related issues within our Contact Center product. • Take on escalated, difficult troubleshooting situations and follow the ticket through to the final stage to ensure customer satisfaction throughout the entire process. • Provide front line, direct support to a designated customer segment and work closely with carrier partners to help ensure proper functioning of Intermedia products and service. • Support team members through escalation, resolution, and training.

Job Requirements

Bachelor/Collegiate Degree or a minimum 3 years of experience in a technical support environment preferably in a Contact Center
Demonstrated ability to assess impacts to customer experience and make improvements that result in an overall positive customer experience as measured through CSAT, NPS and other Customer Feedback Channels
Demonstrated ability to understand competing priorities and demonstrated ability to make educated decisions and display a sense of urgency when assisting customers
Knowledge of Windows OS and basic PC troubleshooting strongly desired
Ability to communicate effectively with employees and customers
Must enjoy taking on challenging problems
Excellent written and verbal communication skills
Ability to flow chart and clearly define diagnostic steps in creating a working troubleshooting guide

Benefits

We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”).
We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws.
We are an equal opportunity employer and value diversity at our company.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.