Job Summary
With over 40,000 business customers subscribing to more than 650,000 services, our client has become the industry's leading provider of unified communications and collaboration (UCC) services in the cloud for small and medium businesses and mid-market and distributed enterprises. They deliver a broad suite of UCC services to in-office and mobile devices spanning cloud telephony, virtual contact center and virtual meetings through a proprietary unified Software as a Service, or SaaS, platform. They hosted VoIP communications free companies from the burdens of outmoded on-premises systems that thwart productivity and drain profits. Our client's flexible, scalable cloud solutions combine ease of use and management simplicity with rigorous security, compliance and reliability.
As an Enterprise Technical Support representative, you will play a pivotal role in providing world class technical support for our client's ever-growing Enterprise customer base. You will be responsible for the enterprise-level support activities on their product suite.
Working in a dynamic team, you will learn an array of skills on multiple in-house built systems and platforms. Being able to think outside of the box and being tenacious will play an important part in your role. Ideal candidate will need to have experience in developing trusted relationships with the technical counterparts to provide personalized level of customer support to customers.
Your Responsibilities
- Troubleshoot Enterprise customer reported issues on the supported product suite
- Own the support ticket all the way through to resolution
- Coordinating with internal teams, key suppliers and/or 3rd parties to ensure proper corrective actions are implemented
- Be a liaison between customers and technical support, product development, sales and field service
- In-house reproduction of reported issues, problem identification and corrective action plans
- Meet and exceed customer satisfaction metrics
- Occasional travel may be required
Requirements
- 2+ years of technical support experience
- Proficiency in:
- Network routers, switches, systems and tools
- Ticketing based systems
- Written and spoken English
- Experience and understanding of Internet and/or broadband technologies
- Excellent client communication and soft skill
- Team player with a positive attitude and great passion for technology
- Strong organizational skills, ability to work and deliver under minimal supervision and under tight deadlines
- Able to remain calm under pressure
- Bachelor’s degree in a technical field
- Previous experience in the following areas would be a plus:
- Unified Communications, VOIP and SIP technologies
- Cloud computing technologies and concepts
- Contact center technologies
- Support for mission critical network environments
Your Benefits
- Excellent financial and employee benefits package
- Part of a challenging, fast-paced, ever evolving environment
- Multiple career paths and personal evolution
- Opportunity to travel around the globe to our offices in Silicon Valley (San Jose), London, Sydney, etc
