Technical Support I

LOCATION: Remote

DEPARTMENT: Technical Support

REPORTS TO: Manager, Technical Support

POSITION SUMMARY:

We are seeking a motivated and detail-oriented individual to join our Technical Support team as a Level I Technical Support. In this role, you will be the first point of contact for our customers, providing essential technical assistance and support for GoContact's products and services. You will diagnose and troubleshoot software and hardware issues, offering solutions to ensure customer satisfaction and product efficiency.

YOUR DAY-TO-DAY:

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Identify, diagnose, and troubleshoot technical issues related to GoContact’s software and hardware.
• Provide accurate and efficient solutions to customer problems, escalating more complex issues to Level 2 support when necessary.
• Maintain detailed records of customer interactions, problems, and solutions in the company’s ticketing system.
• Created and updated support documentation and knowledge base articles to assist customers and team members.
• Work closely with other support team members, sharing knowledge and expertise to resolve customer issues effectively.
• Assisted in onboarding new customers and provided training on using GoContact’s products.
• Relay customer feedback to the product development team to contribute to the continuous improvement of GoContact’s services.
• Adhere to company policies and procedures, ensuring all customer interactions comply with company standards and regulations.

WHAT YOU BRING TO THE TEAM: 

• High school diploma or equivalent; technical degree or certification is a plus.
• Previous experience in a customer service or technical support role is preferred.
• Basic understanding of computer systems, networks, and software applications.
• Excellent verbal and written communication skills in English (additional languages are a plus).
• Strong analytical and problem-solving abilities.
• Demonstrated ability to provide exceptional customer service and maintain a positive attitude.
• Ability to work collaboratively in a team environment.
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
• Strong attention to detail and organizational skills.

WHY BROADVOICE:

Broadvoice is more than just a leading cloud communications company; we're the architects of global connections. With dedicated offices across the United States, Latin America, and Europe, we are united by a shared passion for inspiring meaningful human connections. Our mission is clear: to personalize how people communicate, ensuring that our technology enhances teams' ability to connect with what truly matters no matter where work takes place.

Communication is the lifeblood of success, whether connecting with customers or collaborating with colleagues. At Broadvoice, our platforms create opportunities to interact, share ideas, and bring visions to life. We believe that human interaction is the cornerstone of brilliance, and we prioritize it in everything we do.

Our success at Broadvoice hinges on our vibrant culture. We take pride in our dedicated culture team, working tirelessly to foster a supportive and engaging work environment for all employees. Through community-building, collaboration, and personal and professional growth initiatives, our culture team ensures that Broadvoice is a place where everyone can thrive.

Broadvoice is committed to diversity, equity, and inclusion (DEI). We have an active DEI council open to all global employees, driving DEI initiatives worldwide through newsletters, webinars, fundraisers, book clubs, and more. By cultivating a culture of belonging, we empower our team members to be their best selves and contribute to our mission of inspiring meaningful human connections.

We value our employees and offer comprehensive benefits packages, including paid vacation and holidays, along with a host of other perks.

Broadvoice is an Equal Opportunity Employer. We are committed to providing reasonable accommodations to enable individuals with disabilities to perform their job functions.