Work entirely from home supporting the end-users of our cloud-based Exchange and email services. Join Intermedia , the provider of the “Office in the Cloud” to 60,000 small and medium-sized businesses.
What’s in it for you? Competitive pay, great benefits, no commute, and opportunities for career growth.
About this position:
Intermedia’s Tech Support Engineers provide phone and internet-based support to customers of our Hosted Exchange email services. They troubleshoot mail-flow issues within the email client and/or on Exchange Server. Performance metrics include resolution on the first call and customer satisfaction.
- Resolve technical issues via incoming phone calls from (mostly) non-technical end users
- Respond to incoming e-mail support requests.
- Utilize Live Chat with powerful desktop sharing tools
- 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:
- Significant experience troubleshooting complex mail-flow issues over the phone with users of Microsoft Exchange and Outlook, on both the email client and the server
- 1+ years of experience in a high-volume call center environment in a technical support role
- Demonstrated ability to patiently solicit needed information from non-technical users and communicate the technical solution in understandable terms
- Excellent analytical and problem solving skills when facing complex challenges
- Strong sense of commitment to resolving client issues on the first call
- Must be a self-starter with proven ability to work proactively and independently
- Excellent communication skills – writing, speaking, and listening
- Detailed oriented with good documentation skills
- Commitment to excellence: willing to accept constructive feedback, share information with other team members, and drive toward continuous improvement
Requirements for a Home-worker:
- Must have high-speed broadband capability (5 mb/s upload speed) via a cabled Internet connection used only for work purposes to ensure uninterrupted, high quality for customer calls.
- Dedicated workspace away from noise and interruptions
Desired Skills:
- College degree or equivalent experience
- Professional technology certifications such as MCITP, MCSE or MCSA, etc.
- Experience with Outlook in a Microsoft Exchange environment, IIS, Apache, MySQL, or MSSQL
- Working knowledge of DNS
SHIFTS (PACIFIC TIME): Tues – Saturday 1 pm – 10 pm, and Monday – Friday 8 am – 5 pm
VERY IMPORTANT things to note:
- We can only hire candidates from the following states: AR, AZ, CA, CO, FL, GA, IN, MD, MN, MO, MS, MT, NC, ND, NJ, NV, NY, OH, OK, OR, SD,TN, UT, VA, WA, WV .
- You must pass a criminal background and reference check to be hired.
- *Hired candidates must be available in July for a three-week online, instructor-led training class (from 9am – 2pm PT) . Continued employment is dependent upon passing this class.
- New hires are required to pass the Outlook 2013 certification exam within 90 days of hire (training and voucher provided).
Intermedia is the premier provider of cloud services to 60,000 small and mid-sized businesses, hosting essential IT services for over 1 million users. Delivered from Intermedia’s secure datacenters, these services include hosted Microsoft Exchange email, VoIP telephony, instant messaging, file management, security, backup, support for the full range of smartphones and tablets, and more. The company continues to innovate new solutions for the SMB market, and has grown its user base at an annual compounded rate of 31% over the last four years.
*LI-AO1
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