Our sophisticated call center technology enables many of our Tech Support Engineers to work from home. We can explore this option with you.

Primary Responsibilities of a Technical Support Engineer:
• Provide remote support and troubleshooting to Intermedia Hosted VoIP Services customers with the goal of first call resolution.
• Answer incoming phone calls from your assigned telephone queue(s).
• Manage case backlog, document status, and keep customers updated with current status.
• Respond to incoming e-mail support requests.
• Utilize Live Chat with powerful desktop sharing tools
• Assist new clients with the voice on-boarding process including Local Number Porting (LNP) processes.
• Recognize trends and report them to senior level engineers.
• Find and document any new support issues or product bugs.
• Work with other team members to resolve active issues.

Required Skills:
• Excellent analytical and problem solving skills
• Excellent communication (written and verbal) and interpersonal skills
• Extroverted personality with calm, confident phone manner
• Passion around providing each and every customer with a “Worry Free” Support Solution the first time
• Knowledge of Basic Telephony, PBX phone systems, SIP, VoIP and Fax
• Working knowledge of Networking, Routers, Firewalls, IP and working with ISPs
• Experience supporting IP Telephony with end users
• Experience configuring, troubleshooting and supporting VoIP environments
• Working knowledge of PBX call flows and phone provisioning
• Working knowledge of the Local Number Porting (LNP) process
• Understanding of inbound/outbound Caller ID and CNAM
• Basic understanding of ISP’s, LAN &WAN technology, including QoS.
• Working knowledge of Networking, Routers, Firewalls, IP and working with ISPs required
• Must be a self-starter with proven ability to work proactively and independently
• Detailed oriented with good documentation skills
• Ability to work in a team and virtual environment
• Network+ certification will be required within 90 days of hire date

Desired Skills and Certifications:
• College degree or equivalent experience
• Experience working in a virtual environment
• 1 + years of experience in a call center environment in a technical support role
• Professional technology certifications such as CCNA, CCNA – Voice, SSCA, SSVVP, etc.
• Experience with Microsoft Exchange or VMware is a plus.
• Network+
• CSSA/SonicWall admin
• SSVVP
• SSCA w/an optional Security+ certification

Do you have the strong customer service skills listed above and some, but not all, of the experience with telephony, PBX and VoIP shown above? Don’t let that stop you from applying! We also have open Customer Service positions from which we promote internally into Tech Support for the right employees. Complete our online application to the best of your ability.

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