Technical Customer Support II

Summary

Join our growing team as a Technical Support Representative 2 and provide technical support to business customers via phone, chat, and email.

Requirements

• Strong English language skills
• Basic understanding of networking, IT, internet and computer concepts/technology
• An understanding of VoIP technologies (SIP, RTP, NAT traversal) and experience as a VoIP or Tier 2+ support representative
• Knowledge of router configurations
• Experience with Metaswitch and interpreting SIP signaling
• Exceptional verbal and written communication skills with a strong phone presence
• Strong self-management skills (prioritization, attention to detail, follow-through)

Responsibilities

• Serve as a brand ambassador for Broadvoice by knowing our products in and out, living our core values, and delivering a positive customer experience
• Research, diagnose, and resolve technical hardware and software issues using available tools and resources
• Accurately process and document issue details using a computer and designated ticket tracking software
• Identify and report bugs and defects, and document feature requests that will enhance products
• Produce knowledge base content and support team leads in disseminating information across the team
• Monitor and inform team of opportunities via chat
• Increase personal technical knowledge by reading trade publications, training manuals and diagnostics information and completing courses, when possible
• Perform other job-related duties and projects as assigned