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
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
VERY IMPORTANT things to note:
You must pass a criminal background and reference check to be hired.
- Hired candidates must be available in March for a three-week online, instructor-led training class (from approx. 7am – 4pm 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).
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.
Intermedia is the premier provider of cloud services to 70,000 small and mid-sized businesses. 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.
Please note: if you have difficulty uploading your resume, please answer the questions on the application and then email your resume to recruiting@intermedia.net. Note the position you are applying for in the Subject line. Please provide a screenshot of any error messages you receive in the failed upload process.
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