Technical Support Product Specialist (Voice) - Remote

Overview

Intermedia is seeking a Technical Support Product Specialist to join our award-winning Client Services organization, where you will deliver exceptional customer support and product knowledge.

In Short

• Resolve technical issues via phone calls from non-technical end users.
• Respond to web-based support requests.
• Utilize Live Chat with desktop sharing tools.
• Identify and report trends to senior engineers.
• Document new support issues or product bugs.
• Collaborate with team members to resolve issues.
• Upsell additional services to customers.
• Maintain Key Performance Indicator goals.
• Ask for assistance when needed.
• Deliver a worry-free experience to customers.

Requirements

• 1+ years in a technical support role in a call center.
• Advanced networking skills in VoIP and related products.
• Knowledge of Number Porting processes.
• Ability to troubleshoot and resolve complex issues.
• Excellent communication skills with non-technical users.
• Ability to follow procedures and manage time effectively.
• Commitment to client satisfaction.
• Self-starter with independence.
• Detail-oriented with documentation skills.
• Willingness to accept feedback and improve.

Benefits

• Work from home opportunity.
• Training provided for new hires.
• Supportive team culture.
• Opportunities for internal promotion.
• Diversity and inclusion in the workplace.