Technical Support Engineer

Intermedia Intelligent Communications; United States; Hybrid; USD 60,000 - 70,000; Full time

Job summary

Intermedia is seeking a Technical Support Engineer to provide Tier 2 and frontline support for select customer segments in the United States.

You will troubleshoot Intermedia products, collaborate with carriers, and help ensure a Worry Free Experience™ for customers. The role requires phone and email responsiveness, strong technical knowledge, and ongoing certifications.

Qualifications

• Bachelor or equivalent tech support experience in a contact center.
• Track record of improving customer experience via CSAT/NPS metrics.
• Ability to handle challenging problems with urgency.

Responsibilities

• Handle direct phone queue and email responses with 34 hours/week on calls.
• Work on project-related improvements up to 3.5 hours weekly.
• Maintain ownership and resolve or escalate issues within 48 hours.
• Obtain and maintain defined certifications for the role.
• Troubleshoot Intermedia products and coordinate with partners.

Skills

Telephony expertise

PBX systems

SIP / VoIP

Networking knowledge

Windows OS troubleshooting

Excellent communication

Problem solving

Team collaboration

Education

Bachelor's degree or 3-4 years in tech support

Tools

UNIX

LDAP

SQL

VPN

ISDN

Job description

Technical Support Engineer

Department: Client Services

Employment Type: Full Time

Location: United States

Reporting To: Stefen Neve

Compensation: $60,000 - $70,000 / year

Description

About Intermedia

Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.

Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!

Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back!

Are you ready to make your mark?

About The Role:

Intermedia is looking for Technical Support Engineer who is reliable, detail-oriented and analytical. Applicants must enjoy taking on difficult troubleshooting situations and following them to the final stage of customer satisfaction and ensure a Worry Free Experience™. This role will provide Tier 2 level and front line direct support to certain Intermedia customer segments, and work closely with carrier partners to help ensure proper functioning of Intermedia products and services. Technical Support Engineers also support team members through issue escalation, resolution and training.

What you will be doing:

• 34 hours on direct phone queue related issues – this includes logged in and in an incoming call state for 34 hours every week (exceptions only as approved by direct manager or Support Director).
• 3.5 hours on specific project related improvements as defined by Support management (in advance). If no project work exists, then it is expected these resources are on phone based work for entirety of 40 hour scheduled work week.
• Maintain Case Ownership Model and ensure resolution or escalation of issues within 48 hours.
• 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 elevate 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.
• Overtime as needed to maintain desirable queue levels and the Worry Free Experience™ for customers
• Required off-hours, on-call support on a rotational basis.
• Work remotely via company VPN, without interruption to customer experience, as needed and defined by Support Leadership. At minimum one remote work day per quarter will be expected of these resources.
• Other duties as assigned.

What you will bring to the role:

• Bachelor/Collegiate Degree or a minimum 3 - 4 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 wise decisions and display a sense of urgency when assisting customers.
• High aptitude in Telephony, PBX phone systems, SIP, VoIP and Fax required.
• Good working knowledge of Networking, Routers, Firewalls, IP and working with ISPs required.
• Knowledge of Windows OS and basic PC troubleshooting strongly desired.
• Network certifications are a plus.
• Use of UNIX, LDAP, SQL, T1, T3, ISDN a plus.
• Ability to communicate effectively with employees and customers.
• Must enjoy taking on challenging problems.
• Ability to pass along knowledge and improve support processes.
• Excellent written and verbal communication skills
• Ability to flow chart and clearly define diagnostic steps in creating a working troubleshooting guide.

Diversity, Inclusion, and Equal Opportunity

We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.