Technical Support Product Specialist

Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.

Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!

Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back!

About The Role:

Intermedia is seeking a Technical Support Specialist to join our award-winning Client Services organization. The successful candidate will have a passion for delivering customer centric support and providing in-depth product knowledge to our evolving customer base. Our working environment is unique! Work entirely from home supporting the end-users of our easy-to-use and secure communication and collaboration solutions. If you share our desire for delivering exceptional support, we are excited to hear from you!

What's in it for you? Competitive pay, great benefits, no commute, and opportunities for career growth.

What you will be doing:

• Respond to incoming web-based support requests.
• Self-starter with the maturity to ask for assistance when needed.
• Recognize trends and report them to senior level engineers.
• The ability to maintain Key Performance Indicator metric goals while delivering a worry-free experience to our customers.
• Upselling - identify product improvements by additional services offered by Intermedia.
• Utilize Live Chat with powerful desktop sharing tools.
• Find and document any new support issues or product bugs.
• Self-awareness and common-sense approach to identifying issues to escalate appropriately.
• Work with other team members to resolve active issues.
• Resolve technical issues via incoming phone calls from (mostly) non-technical end users.

What you will bring to the role:

• Experience configuring Outlook, setting up Office 365 products, and other email applications.
• Goes above and beyond to ensure client satisfaction and success at all times.
• Excellent communication skills - writing, speaking, and listening.
• Demonstrate the ability to patiently solicit needed information from non-technical users and communicate the technical solution in understandable terms.
• Must be a self-starter with proven ability to work proactively and independently.
• Experience with Exchange Server/O365 accounts/users along with DNS, and Mail flow.
• Strong sense of commitment to resolving client issues on the first call.
• 1+ years of experience in a high-volume call center environment in a technical support role.
• Ability to follow documented procedures, instructions, and manage time successfully.
• Applies technical knowledge to analyze, diagnose, troubleshoot, and resolve complex customer issues with ownership.
• 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.

Bonus Skills:

• College degree or equivalent experience
• Previous work-from-home technical support experience.
• Understanding of call center operations; prior experience in equivalent position a plus.
• High degree of technical aptitude.

VERY IMPORTANT:

• Hired candidates must be available for a three-week online, instructor-led training class (from 7am - 4pm PT). Continued employment is dependent upon passing this class
• Shifts assignment are based by Pacific Standard Time and scheduled from 6am – 10pm PST. Shift are determined Workforce Management.
• Work-at-home employees 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.
• You must pass a criminal background and reference check to be hired.

Diversity, Inclusion, and Equal Opportunity

We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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