Broadvoice is hiring a
Technical Support

Summary

The job involves being the first point of contact for customers, diagnosing and troubleshooting software and hardware issues, maintaining records, creating and updating support documentation, and adhering to company policies. The ideal candidate should have a high school diploma or equivalent, previous experience in customer service or technical support, excellent communication skills, strong analytical abilities, and the ability to work collaboratively.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

Technical degree or certification

Benefits

Paid vacation and holidays