Technical Support I

Summary

Join Broadvoice's Technical Support team as a Level I Technical Support representative. You will be the primary point of contact for customers, providing technical assistance and support for GoContact's products and services. Your responsibilities include troubleshooting software and hardware issues, maintaining detailed records, creating support documentation, and collaborating with team members. This role requires excellent communication skills in English and Spanish, strong analytical abilities, and a customer-service oriented approach. Broadvoice offers a remote-first work environment, opportunities for career growth, and a supportive team culture.

Requirements

• High school diploma or equivalent
• 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

Preferred Qualifications

• Technical degree or certification
• Previous experience in a customer service or technical support role

Benefits

• Remote-first approach
• Focus on work-life harmony
• Grow Your Career: Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship