Technical Support Engineer

Intermedia Intelligent Communications is a leading provider of cloud communications and collaboration technology. They are seeking a Technical Support Engineer to assist customers and act as an escalation point for Technical Support related issues within their Contact Center product.

Responsibilities:

• Maintain Case Ownership Model and ensure resolution or escalation of issues within set SLA
• Must obtain and remain current on defined certifications for role and assigned queues
• Answer phone calls, respond to emails and respond to internal escalations as defined in workflow escalation and queue processes
• Work closely with customers and partners to troubleshoot and resolve challenging issues
• Diagnose and fix problems encountered with Intermedia products or escalate to appropriate internal or external parties
• Document, investigate and resolve problems reported by other customer-facing departments
• Maintain and improve Technical Support policies, procedures and knowledge bases
• Actively pass knowledge to co-workers at every opportunity
• Interface with vendors to acquire knowledge and troubleshoot problems
• Work as defined (in advance) by Support management on specific projects with system engineers and developers when troubleshooting problems and implementing fixes and workarounds
• Prepare outage and incident reports for the Intermedia production and back office systems
• Monitor production systems
• This role may require overtime as needed to maintain desirable queue levels and the Worry-Free Experience™ for customers
• This role may require need off-hours and on-call support on a rotational basis
• Work remotely via company VPN, without interruption to customer experience, as needed

Requirements:

• Bachelor/Collegiate Degree or a minimum 3 years of experience in a technical support environment preferably in a Contact Center
• Demonstrated ability to assess impacts to customer experience and make improvements that result in an overall positive customer experience as measured through CSAT, NPS and other Customer Feedback Channels
• Demonstrated ability to understand competing priorities and demonstrated ability to make educated decisions and display a sense of urgency when assisting customers
• Knowledge of Windows OS and basic PC troubleshooting strongly desired
• Ability to communicate effectively with employees and customers
• Must enjoy taking on challenging problems
• Excellent written and verbal communication skills
• Ability to flow chart and clearly define diagnostic steps in creating a working troubleshooting guide