Broadvoice is hiring a
Technical Support I

Summary

Join our Technical Support team as a Level I Technical Support and provide essential technical assistance and support for GoContact's products and services.

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 and Spanish
• 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
• Adhere to company policies and procedures, ensuring all customer interactions comply with company standards and regulations