• Technical Support Representative

    Location US-OH-Cleveland
    Posted Date 6 months ago(6 months ago)
    Job ID
    2017-3493
    # Positions
    1
    Experience (Years)
    1
    Category
    Customer Service/Support
  • Position Overview

    Due to our continued leadership in providing cloud-based technology solutions, we are currently seeking qualified candidates for Technical Support Representative to join our customer's team onsite.

    Responsibilities

    As a member of our customer's growing Customer Support team the Technical Support Representative will be responsible for providing outstanding support to our existing customer base.  In addition to customer interaction, the Technical Support Representative will maintain relationships with our customer's carriers and internal teams.  The Technical Support Representative will be included in the on-call rotation which is essential to providing customers with access to a team member 24 hours a day, seven days a week.

    • Interact with customers in response to inquiries, concerns, and requests
    • Gather information and determine the necessary action by evaluating and analyzing symptoms
    • Research required information using available resources
    • Take necessary action with appropriate carrier or internal team
    • Follow up with customers, carriers, and internal resources to communicate status changes
    • Escalate per standard intervals to appropriate resource
    • Follow standard processes and procedures
    • Accurately document customer interaction  
    • Stay current with our customer's products, services, and processes
    • Participate in the our customer's Support on call rotation at least one week per month

    Qualifications

    Required Skills

    • Ability to resolve inquiries, concerns, and requests per standard process with initiative and urgency
    • Outstanding verbal, written and interpersonal communication skills
    • Ability to retain industry specific terminology and procedures
    • Exceptional problem analysis and solving skills
    • Effective time management
    • Strong attention to detail
    • Data entry skills

    Qualifications

    • 2+ years cloud, data, voice experience
    • 2+ years office experience
    • Bachelor’s degree or an equivalent combination of education and experience

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