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Respond to customer technical support requests across phone, email, chat, and remote sessions; troubleshoot and resolve issues, escalating complex cases to product and development teams. Maintain knowledge of the platform, manage tickets and customer communications, explain technical solutions clearly, and contribute to testing, documentation, and product feedback.
The Role:
We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team and provide exceptional assistance to our customers regarding technical inquiries related to our platform.
The ideal candidate will possess a strong technical background, excellent communication skills, and a passion for delivering top-notch customer service.
Key Responsibilities:
Deliver accurate and prompt handling of customer support requests via phone, email, chat, and remote session
Troubleshoot, investigate, and resolve issues, and engage with product and development teams to solve more complex issues
Maintain comprehensive knowledge of the Telzio platform and help customers navigate and utilize all the various features
Prioritize and manage ticket lifecycle to ensure timely resolution and communication with customers
Translate technical-speak and troubleshooting steps for business users, and communicate thoughtful, customized solutions
Take on ad hoc projects and responsibilities including but not limited to testing new features, documenting issues and guides, and submitting feedback through appropriate channels
Requirements:
2-3 years of experience in a similar role
Knowledgeable in device and network troubleshooting
Experience working on both MacOS, Windows OS, iOS and Android OS
Excellent troubleshooter and problem-solver
Ability to identify patterns or issues, capture details of an outage or degraded services
Basic understanding of networking protocols such as TCP/IP, UDP, RTC
Understanding of networking industry best practices
Ability to create accurate documentation for internal and external company use
Ability to work 5AM to 2PM PST
Strong understanding of VoIP systems, network configurations, and the ability to diagnose and troubleshoot issues related to call quality, connectivity, and network settings using packet capture tools
Understand common networking issues such as double NAT, firewall misconfigurations, and connectivity problems
Can demonstrate technical knowledge or equivalent experience in CompTIA Network +
Bonus (but not required):
CompTIA Network+ or similar certification
10 DLC SMS regulation experience
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