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?
About The Role:
Intermedia is looking for Technical Support Engineer who is reliable, detail-oriented and analytical. Applicants must enjoy taking on difficult troubleshooting situations and following them to the final stage of customer satisfaction and ensure a Worry Free Experience™. This role will provide Tier 2 level and front line direct support to certain Intermedia customer segments, and work closely with carrier partners to help ensure proper functioning of Intermedia products and services. Technical Support Engineers also support team members through issue escalation, resolution and training.
What you will be doing:
- 34 hours on direct phone queue related issues – this includes logged in and in an incoming call state for 34 hours every week (exceptions only as approved by direct manager or Support Director).
- 3.5 hours on specific project related improvements as defined by Support management (in advance). If no project work exists, then it is expected these resources are on phone based work for entirety of 40 hour scheduled work week.
- Maintain Case Ownership Model and ensure resolution or escalation of issues within 48 hours.
- Must obtain and remain current on defined certifications for role and assigned queues.
- Answer phone calls, respond to emails and respond to internal escalations as defined in workflow escalation and queue processes.
- Work closely with customers and partners to troubleshoot and resolve challenging issues.
- Diagnose and fix problems encountered with Intermedia products or escalate to appropriate internal or external parties.
- Document, investigate and resolve problems reported by other customer-facing departments.
- Maintain and improve Technical Support policies, procedures and knowledge bases.
- Actively pass knowledge to co-workers at every opportunity.
- Interface with vendors to acquire knowledge and troubleshoot problems.
- Work as defined (in advance) by Support management on specific projects with system engineers and developers when troubleshooting problems and implementing fixes and workarounds.
- Prepare outage and incident reports for the Intermedia production and back office systems.
- Monitor production systems.
- Overtime as needed to maintain desirable queue levels and the Worry Free Experience™ for customers
- Required off-hours, on-call support on a rotational basis.
- Work remotely via company VPN, without interruption to customer experience, as needed and defined by Support Leadership. At minimum one remote work day per quarter will be expected of these resources.
- Other duties as assigned.
What you will bring to the role:
- Bachelor/Collegiate Degree or a minimum 3 - 4 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 wise decisions and display a sense of urgency when assisting customers.
- High aptitude in Telephony, PBX phone systems, SIP, VoIP and Fax required.
- Good working knowledge of Networking, Routers, Firewalls, IP and working with ISPs required.
- Knowledge of Windows OS and basic PC troubleshooting strongly desired.
- Network certifications are a plus.
- Use of UNIX, LDAP, SQL, T1, T3, ISDN a plus.
- Ability to communicate effectively with employees and customers.
- Must enjoy taking on challenging problems.
- Ability to pass along knowledge and improve support processes.
- Excellent written and verbal communication skills
- Ability to flow chart and clearly define diagnostic steps in creating a working troubleshooting guide.
Diversity, Inclusion, and Equal Opportunity
About
To explore other opportunities check out our careers page: https://www.intermedia.com/about-us/careers
Skills Required
- Bachelor degree or minimum 3-4 years technical support experience
- Be logged in and handling direct phone queue for 34 hours weekly and perform 3.5 hours/week of project work
- Obtain and remain current on defined certifications for role and assigned queues
- High aptitude in Telephony, PBX phone systems, SIP, VoIP and Fax
- Working knowledge of Networking, Routers, Firewalls, IP and working with ISPs
- Ability to diagnose, resolve or escalate product issues and work with carriers/vendors
- Prepare outage and incident reports and monitor production systems
- Required off-hours, on-call support on a rotational basis and overtime as needed
- Excellent written and verbal communication; ability to create flowcharts and troubleshooting guides
- Knowledge of Windows OS and basic PC troubleshooting
- Network certifications
- Experience with UNIX, LDAP, SQL, T1, T3, ISDN
What We Do
Intermedia is the cloud communications company that helps over 135,000 businesses connect better – through voice, video conferencing, chat, contact center, business email and productivity, file sharing and backup, security, archiving, and more – from wherever, whenever. We strive to eliminate the need for multiple communications service providers with a seamlessly integrated portfolio of communications and collaboration solutions – all delivered through one highly reliable and secure platform. With month-to-month contract options, one monthly bill, one intuitive point of administrative control, and having been certified by J.D. Power seven times for providing “An Outstanding Customer Service Experience," Intermedia is committed to providing enterprise-grade products to businesses of all sizes through a simple, Worry-Free Experience. As a partner-first company, Intermedia goes to work for over 7,500 channel partners by providing a comprehensive set of programs, resources, and support to help them grow their revenue and maximize their success. Programs include our Customer Ownership Reseller (CORE™) model – which enables partners to resell, package, and manage Intermedia's solutions as if they were their own, while benefiting from highly attractive economic terms and maintaining ownership of their customer relationships – as well as agent models. Intermedia is also proud to be the exclusive cloud communications platform provider for NEC, a leader in global market share for unified communications with an estimated 80+ million business phone users worldwide. Recent Awards: • J.D. Power Certified Assisted Technical Support Program – 2023, 2021, 2020, 2019, 2018, 2017, 2016 • Inc. Magazine’s Best Workplaces of 2021 • PCMag Editor’s Choice – Intermedia Unite • PCMag Editor’s Choice – Intermedia AnyMeeeting • PCMag Editor’s Choice – Intermedia Hosted Exchange • CRN - 5-Star Partner Program - 2023, 2022 • CRN’s Cloud Computing Product of 2022, 2021 – Intermedia Unite
