What you will be doing:
- 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.
- The ability to maintain Key Performance Indicator metric goals while delivering a worry-free experience to our customers.
- 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:
- 1+ years 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.
- In-depth knowledge Number Porting processes.
- Applies technical knowledge to analyze, diagnose, troubleshoot, and resolve complex customer issues with ownership.
- Demonstrate the ability to patiently solicit needed information from non-technical users and communicate the technical solution in understandable terms.
- Ability to follow documented procedures, instructions, and manage time successfully.
- Goes above and beyond to ensure client 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 -- writing, speaking, and listening.
- 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.
- College degree or equivalent experience
- Hired candidates must be available for a three-week online, instructor-led training class (from 7am - 4pm PT). Continued employment is dependent upon passing this class
- Work-at-home employees must have high-speed broadband capability (5 mb/s upload speed) via a cabled Internet connection used only for work purposes to ensure uninterrupted, high quality for customer calls.
- You must pass a criminal background and reference check to be hired.
- Shifts assignment are based by Pacific Standard Time and scheduled from 5am – 6pm PST. Shift are determined Workforce Management.
Diversity, Inclusion, and Equal Opportunity
About
To explore other opportunities check out our careers page: https://www.intermedia.com/about-us/careers
Skills Required
- 1+ years experience in a high-volume call center technical support role.
- Advanced networking skills related to VoIP routing and hardware, UCaaS and CCaaS products.
- In-depth knowledge of Number Porting processes.
- Ability to analyze, diagnose, troubleshoot, and resolve complex customer issues with ownership.
- Ability to solicit needed information from non-technical users and explain technical solutions clearly.
- Ability to follow documented procedures, manage time, and meet KPI metric goals.
- Self-starter who can work proactively and independently and escalate appropriately.
- Excellent written and verbal communication and listening skills.
- Detail-oriented with strong documentation skills.
- Available for three-week online, instructor-led training (7am-4pm PT) and must pass the class for continued employment.
- Work-at-home employees must have high-speed broadband (5 Mb/s upload) via a cabled Internet connection used only for work.
- Must pass a criminal background and reference check.
- Availability to work shifts scheduled by Pacific Time between 5am and 6pm PST.
- Previous work-from-home technical support experience.
- Understanding of call center operations or equivalent position experience.
- College degree or equivalent experience.
- High degree of technical aptitude.
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
