AI Summary

Provides Tier 1 support post-installation for Business VoIP customers. Diagnoses and resolves technical issues, escalates when needed, and ensures quality customer service.

About this role

As Tier1 Tech Support, The main role is to provide support post-installation to our Business VoIP customers you can be a part of this vital group by demonstrating your ability to resolve any technical inquiry/issue present post-implementation. We look for teammates who are able to thrive in a fast-paced, cutting-edge, technology-driven environment and that are also detail-oriented and customer-focused individuals to help cultivate relationships with new customers while improving overall customer engagement by providing solutions to technical issues.

RESPONSIBILITIES

Address customers’ changing needs or technical inquiries/issues that arise post-implementation, via phone and Email.

Identifying hardware and software solutions.

Troubleshooting technical issues.

Diagnosing and repairing faults.

Update tickets assigned with actions taken to resolve incidents and or escalate if needed.

Provide both great technical support and customer service.

REQUIREMENTS

High School Diploma

85% of English Proficiency great communication skills (written and spoken)

Positive Attitude

Problem Solving Skills.

Quick Learner

Team Player

Software and Hardware knowledge

1+ Years of experience in tech support, desktop support, or a similar role. (Mandatory)

Excellent Customer Service and great communication skills (written and spoken)

Experience with remote desktop applications and help desk software. i.e: TeamViewer, AnyDesk, or others.

Experience in VoIP technology, troubleshooting, and understanding of its infrastructure (It’s a plus)

Salesforce experience (desired)

CompTIA A+ (Certification is a plus)

Knowledge in the following areas/fields: (Mandatory) *if Certified it’s a plus.

CCNA* - Network Monitoring

Routing Protocols. - Cybersecurity

Satellite Technology - LAN and WAN networks.

Linux servers. - Telephone Plants PBX

Structured Wiring - Antennas

Skills

AnyDeskCCNACompTIA A+CybersecurityEmail SupportHardware TroubleshootingHelp Desk SoftwareLANLinux ServersPBXPhone SupportRemote DesktopRouting ProtocolsSalesforceSatellite TechnologySoftware TroubleshootingStructured WiringTeamViewerTelephone PlantsTicketing SystemsVOIP TroubleshootingWan

N2P- Tech Support Tier 1

About this role

RESPONSIBILITIES

REQUIREMENTS

Skills

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