Technical Support Specialist

Key Responsibilities

• Log initial customer reports or inquiries.
• Perform initial issue triage and gather information.
• Complete MACD (move, add, change and delete) tasks.
• Conduct isolation testing to identify root causes of trouble.
• Initiate and manage the trouble resolution process, including resolution or escalation.
• Monitor inboxes for triage based on agreed-upon processes.
• Utilize ticketing systems, troubleshooting tools, and monitoring applications.
• Handle administrative support tasks and "break/fix" support tasks.
• Escalate issues to the Level 3 team as needed per established processes.
• Communicate clearly, consistently, and professionally with customers and teammates via phone and email.
• Meet metric goals in a high-volume inbound/outbound call center environment.
• Document customer issues, troubleshooting status updates, and resolution summaries.
• Process Move Add Change Delete requests and other billable changes.
• Set up call flows as desired by the customer and ensure documentation within the case.
• Raise awareness of large-scale impairments to leadership based on customer engagement.
• Follow up with customers to ensure ongoing high levels of satisfaction and meet SLOs.
• Follow processes as outlined in IKBs.
• Adhere to all guidelines and procedures in the call center environment.
• Understand complex call flows.
• Handle a variety of issues across various platforms, operating systems, applications, inbound/outbound calling, caller ID, and calling features.

Scope of Services

Platform Administration

• Call flow modifications
• Number assignment
• Device assignment/configurations
• User configuration
• Group service configurations
• Password resets
• Call routing / Schedule adjustments
• Music on Hold / Announcement assignment
• Incoming/Outgoing call restrictions
• Feature configurations
• Other functionality changes as required

Service Support

• Device setting adjustments
• IP address whitelisting
• Device rebuild/reset
• Service Testing
• Endpoint troubleshooting
• SOHO (Small Office/Home Office) network recommendations
• Call quality data gathering

Application Support

• FaxMail
• Voicemail portal
• Webex
• SMTT (visual voicemail)
• Counterpath/Softphone
• MobileLink
• Call center
• Receptionist
• CTI (Call Recording)

Service Disruption Support

• Appending tickets to master
• Offering routing adjustments
• Customer call backs
• Collect trending data
• Direct callers to trust site

Account Administration

• Authorize contact add/remove
• Gather data on billing inquiries
• Collect Letter of Agency (LOA) information for porting of customer telephone numbers
• Provide contact pathway for cancellations

General Service Questions and User Assistance

• Enterprise Portal Walkthrough
• Device/Service functionality assistance
• CSA/SMB contact information
• Ticket triage and escalation
• Ticket status updates
• Review and strategize billing-related inquiries
• Resolve billing issues

Requirements & Tech Stack

• Basic experience with SIP, TCP/IP, and similar multimedia technologies and protocols.
• Basic knowledge and experience with network troubleshooting including LAN/WAN, Routers, Switches, TCP/IP.
• Basic understanding of the telecommunications service provider and SaaS industry sectors.
• Strong organizational and interpersonal skills.
• Ability to work effectively in a team environment, as well as independently.
• Be accountable to deliverables and timelines.
• Ability to learn quickly in a dynamic environment.
• Excellent communication skills, including writing, speaking, and listening.
• Strong analytical, problem-solving, and interpersonal skills.
• Ability to multitask, work under pressure, and meet tight deadlines.
• Ability to quickly respond to customer inquiries, requests, and issues.
• Ability to communicate technical, process, and business information in language easily understood by diverse audiences.
• Ability to investigate, troubleshoot, diagnose, and resolve technical issues related to the suite.
• Demonstrate ability to adapt quickly to changing priorities in a dynamic troubleshooting environment.

Qualifications

• Preferred but not required: 1-3 years of experience troubleshooting within an IP environment, including VoIP.
• Preferred but not required: Prior experience (1+ years) in progressive skill development technical support roles.