Work entirely from home supporting our customers, the end-users of our Hosted Voice 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, Network+ certification, no commute, and opportunities for career growth.
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:
- Technical 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
- 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
- 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
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
SHIFT: 9 am – 6 pm Pacific Time (noon – 9 pm ET)
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.
Network+ certification will be required within 90 days of hire date. Training and voucher provided by company.
This position requires a dedicated network connection with SUFFICIENT BANDWIDTH, to be tested below. (5 mb/s upload speed)
- Hired candidates must be available in September for a four-week online, instructor-led training class (from 9 am – 6 pm Pacific Time) . Continued employment is dependent upon passing this class. This is an advanced class in Hosted Voice technical support. Prior VoIP technical support experience is required.
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.
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