Responsibilities
- Serve as a first point of contact supporting end-users via phone, email, ticket system and screen sharing.
- Technical familiarity with phone system features and use. We can provide training for our products.
- Troubleshoot common issues and drive issue escalation when needed
- Common technical issues include password change requests, software installation and troubleshooting, basic feature settings, basic network troubleshooting and more.
- Typical training issues include how to install, configure, and use our advanced Unified Communications software applications for computers, smart phones, and our physical telephones.
- Have thorough follow-up skills with customer’s calls, emails, and trainings to provide great customer service.
- Assist with tasks, other projects, and assignments as deemed necessary.
- Work will be done from your home office so no travel is needed. The ideal candidate will work business hours in the Pacific or Mountain Time Zones, subject to change if necessary for business needs.
Qualifications
- 3+ years of experience in providing telephone or computer customer services
- Excellent verbal and written communication skills
- Positive and friendly attitude
- Creative problem-solving skills
- Broadband Internet connection – work from home
- Hands-on technical expertise in one or more of the following areas:
- Business Telephony and Voice-over-IP (SIP)
- Computer skills and general familiarity with Windows, Macintosh, iOS (iPhone/iPad), and/or Android
- IT infrastructure and security
- IP networking
- System administration
