We're looking for a technical support representative. This is a Level 2 support role that works extremely closely with our Sales, Customer Success and Dev team troubleshoot technical issues our (both new and existing) customers might encounter by working with different departments to get the most value out of our product.
WHAT KIND OF PERSON ARE YOU?
- You love the challenge of solving complex issues, usually involving a mix of end user training, network changes, bug tracking and sometimes a touch of magic!
- You are energized by human interaction, helping people get things working makes your job satisfying
- You are a documentation wizard, able to take detailed notes both for our ticketing support platform and so we can provide accurate, usable feedback to our engineers and developers
REQUIREMENTS
- Excellent written and verbal communication skills
- Previous experience in a client-facing technical role for a SaaS or telecom business
- Strong problem-solving, decision-making, and critical-thinking skills
- Ability to make sense of something complex and explain it in plain English
- LAN and wireless network knowledge
- Knowledge of IP Telephony
- Experience setting QoS and diagnosing related issues
- Experience with call center technology such asIVRs
- Comfortable managing several tasks and issues in a fast-paced environment; you have to know how to organize workflows and be process orientated
- Committed, ambitious, team player to the max, wearer of all hats, humble beyond belief, magician
- Sense of humor....you will be tested in your interviews
- Nice-to-have: Experience in a weblanguage
- BENEFITS
- Competitive package
- Cool, sunny offices in the heart of NYC (Union Square)
- Ping-pong tournaments and unlimited snacks and drinks :)
- Fully covered MTA Monthly Unlimited MetroCard
- Gym Stipend