Technical Support Product Specialist - Voice

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!

Are you ready to make your mark?

Intermedia is seeking a Technical Support Product 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 You'll Do:

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

What you will bring to the role:

• Detailed oriented with good documentation skills
• Committed to offer 100% Worry Free experience to clients and satisfaction and success at all times
• Advanced networking skills pertaining to VoIP routing/hardware, UCaaS and CCaaS products
• Foundational knowledge of Number Porting processes
• Minimum one (1) year of experience in a high-volume call center environment in a technical support role
• Commitment to excellence: willing to accept constructive feedback, share information with other team members, and drive toward continuous improvement
• Must be a self-starter with proven ability to work proactively and independently
• Strong sense of commitment to resolving client issues on the first call
• Demonstrate the ability to patiently extract needed information from non-technical users and communicate the technical solution in understandable terms
• Technical knowledge to analyze, diagnose, troubleshoot, and resolve complex customer issues with ownership
• Excellent communication skills
• Ability to follow documented procedures, instructions, and manage time successfully

Desired Skills:

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

VERY IMPORTANT information to note:

• Shifts assignment are based by Pacific Standard Time and scheduled from 5am – 5pm PST. Shift are determined Workforce Management.
• 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
• You must pass a criminal background and reference check to be hired.
• 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.

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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