Technical Support Specialist

The Role:

We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team and provide exceptional assistance to our customers regarding technical inquiries related to our platform.

The ideal candidate will possess a strong technical background, excellent communication skills, and a passion for delivering top-notch customer service.
Key Responsibilities:

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Deliver accurate and prompt handling of customer support requests via phone, email, chat, and remote session

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Troubleshoot, investigate, and resolve issues, and engage with product and development teams to solve more complex issues

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Maintain comprehensive knowledge of the Telzio platform and help customers navigate and utilize all the various features

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Prioritize and manage ticket lifecycle to ensure timely resolution and communication with customers

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Translate technical-speak and troubleshooting steps for business users, and communicate thoughtful, customized solutions

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Take on ad hoc projects and responsibilities including but not limited to testing new features, documenting issues and guides, and submitting feedback through appropriate channels

Requirements:

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2-3 years of experience in a similar role

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Knowledgeable in device and network troubleshooting

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Experience working on both MacOS, Windows OS, iOS and Android OS

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Excellent troubleshooter and problem-solver

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Ability to identify patterns or issues, capture details of an outage or degraded services

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Basic understanding of networking protocols such as TCP/IP, UDP, RTC

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Understanding of networking industry best practices

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Ability to create accurate documentation for internal and external company use

- Ability to work 5AM to 2PM PST

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Strong understanding of VoIP systems, network configurations, and the ability to diagnose and troubleshoot issues related to call quality, connectivity, and network settings using packet capture tools

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Understand common networking issues such as double NAT, firewall misconfigurations, and connectivity problems

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Can demonstrate technical knowledge or equivalent experience in CompTIA Network +

Bonus (but not required):

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CompTIA Network+ or similar certification

- 10 DLC SMS regulation experience

Originally posted on Himalayas