Technical Support Associate - Advanced Troubleshooting

Momentum

Birmingham (AL)

On-site

USD 38,000 - 52,000

Full time

5 days ago

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Job summary

Momentum Retail is seeking a Technical Support Rep 1 to provide advanced technical support to Momentum Retail customers and handle escalations for Momentum Resellers. Based in Birmingham, AL or Knoxville, TN, you will resolve issues and guide customers through troubleshooting.

The ideal candidate will have strong customer service experience, basic IT knowledge, and the ability to communicate clearly. This role requires occasional evenings or weekends and participation in our Support Training

Qualifications

Advanced knowledge of Momentum UC Direct and reseller products and services.
Knowledge of IT configuration and related troubleshooting procedures.
Demonstrated complex problem-solving abilities.
Demonstrated exceptional customer service skills.
Demonstrated exceptional written and verbal communication skills.

Responsibilities

Provide superior customer service and advanced technical support for Retail customers, including troubleshooting and problem resolution.
Serve as point of resolution for escalated Reseller issues.
Manage open customer cases to ensure resolution or proper escalation.
Identify and recommend process improvements to Management.
Contribute to team and center customer performance goals.