Intermedia Cloud Management
Voice Specialist Technical Product Support – Remote (Multiple Openings)
Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.
Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!
Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back!
Are you ready to make your mark?
Intermedia is seeking a Technical Support Specialist to join our award-winning Client Services organization. The successful candidate will have a passion for delivering customer centric support and providing in-depth product knowledge to our evolving customer base. Our working environment is unique! Work entirely from home supporting the end-users of our easy-to-use and secure communication and collaboration solutions. If you share our desire for delivering exceptional support, we are excited to hear from you!
What You'll Do:
Resolve technical issues via incoming phone calls from (mostly) non-technical end users.
Respond to incoming web-based support requests
Utilize Live Chat with powerful desktop sharing tools
Recognize trends and report them to senior level engineers
Find and document any new support issues or product bugs
Work with other team members to resolve active issues
Upselling – identify product improvements by additional services offered by Intermedia
Self-awareness and common-sense approach to identifying issues to escalate appropriately
Self-starter with the maturity to ask for assistance when needed
What you will bring to the role:
Associates degree preferred
Minimum one (1) year of experience in a high-volume call center environment in a technical support role
Advanced networking skills pertaining to VoIP routing/hardware, UCaaS and CCaaS products
Foundational knowledge of Number Porting processes
Technical knowledge to analyze, diagnose, troubleshoot, and resolve complex customer issues with ownership
Demonstrate the ability to patiently extract needed information from non-technical users and communicate the technical solution in understandable terms
Ability to follow documented procedures, instructions, and manage time successfully
Committed to offer 100% Worry Free experience to clients and satisfaction and success at all times
Strong sense of commitment to resolving client issues on the first call
Must be a self-starter with proven ability to work proactively and independently
Excellent communication skills
Detailed oriented with good documentation skills
Commitment to excellence: willing to accept constructive feedback, share information with other team members, and drive toward continuous improvement
Previous work-from-home technical support experience.
Understanding of call center operations; prior experience in equivalent position a plus
High degree of technical aptitude
Diversity, Inclusion, and Equal Opportunity
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.
To apply for this job please visit intermeinc.hrmdirect.com.