Alianza is seeking a Technical Support Agent to join our Unified Communications Support Team. The successful candidate is a self-motivated professional with outstanding verbal and written communication skills. These skills front a strong technical mind and the ability to contextualize and prioritize issues. The candidate will also understand the importance of problem ownership and working in a team environment.
Qualifications:
- Strong technical troubleshooting skills, especially Networking
- Strong written and verbal communication skills
- Ability to professionally, clearly, and quickly articulate problems to a diverse global customer base
- Strong business sense and understanding of situational context
- Ability to work independently and in a fast-paced, high pressure environment with changing requirements
- 2+ years of technical support experience preferred
- VoIP and/or telecom knowledge/experience preferred
Key Duties and Responsibilities:
- Provide Technical Support directly... to Alianza’s customers via email, chat, and phone
- Learn and understand the Alianza Unified Communications products and platforms
- Troubleshoot Windows, Mac, iOS, Android, and Web products
- Take ownership of technical issues and drive them to a timely resolution
- Independently prioritize issues as needed to ensure they receive timely handling
- Escalate issues when needed to senior agents or management
- Develop processes and documentation for personal, customer, or departmental success
- Proactively communicate status of at-risk or unhappy customers to management
- Seek to ensure that customers leave Support interactions satisfied
