Job Responsibilities:

• Inbound Contact Center.  Provide Tier 1 technical support via phone calls and e-mails.
• Track and route problems and/or requests and document the status of the issue's status/progress. Position requires proficient use of standard office systems including Microsoft Word, Excel Outlook and Internet Explorer.
• Requires strong problem management, time management, flexibility and communication skills.
• Lead outage bridges towards resolution while documenting details related to outage.
• Meet strict attendance expectations by adhering to scheduled shifts, breaks and lunches.
• Must be flexible to work shifts between the hours of 4am-9pm (Pacific) seven days a week (including nights, weekends and holidays).

Qualifications:

• Ability to work in a fast-paced, ever-changing professional office environment.  Minimum 2 years experience in a call center technical support role highly desired.
• Solid foundation of practical computer knowledge including core components (both hardware and software) with troubleshooting techniques associated with general computer usage.
• Excellent customer service skills.
• Advanced communication skills using phones, e-mail and chat (IM).
• Advanced troubleshooting skills--for instance, analytical thinking, problem definition, ability to eliminate variables, and identify effective solutions.
• Ability to provide detailed case notes according to internal procedures and standards of quality.
• Attitude of coachability and proficiency for learning and applying new concepts quickly.
• Driven and responsible, requiring a minimal amount of supervision.
• Spelling/grammar and typing proficiency required.
• Passion for taking care of the customer and resolving the customer's problem.
• Bachelors degree or equivalent work experience. Generally requires minimum of 2 yrs experience.

Desired Skills:

• Technical support certifications such as ITIL, CCNA, Cisco Voice certifications or experience with UCCX/UCCE platforms a plus.
• Solid understanding of LAN/WAN protocols and topologies and internetworking hardware such as switches, routers, VPN devices, Internet access devices, remote access devices, etc.