Description

Job Summary:

OneCloud - TelWare seeks tech-savvy individuals for front-line support, aiding clients with a range of information technology-related issues encompassing desktops, mobile devices, network services, and telephony equipment. Successful technicians prioritize first-class customer service, engaging customers through various communication channels, attentively addressing concerns, fostering customer relations, and proficiently troubleshooting diverse issues. Additionally, this role entails testing new in-house technologies and fostering enthusiasm for innovative solutions and products.

Duties/Responsibilities:

• Handle, oversee, and support technical issues and inquiries initiated via online platforms and phone calls.
• Research, respond to, and accurately resolve cases of moderate complexity efficiently while following team standards.
• Assess, prioritize, and monitor support tickets, escalating incidents to the relevant support teams if issues cannot be resolved independently
• Continuously track the entire lifecycle of assigned tickets to guarantee resolution
• Handle inquiries across Voice, Webchat, and Ticketing systems encompassing various areas including:
  • Password resets
  • Basic Windows support
  • Phone system programming
  • Network troubleshooting
  • Mobile App assistance
  • Software installation and removal 
  • Diagnosing Hardware and Software issues
  • Remote troubleshooting and assistance
  • Referrals to sales for solution upsells if identified
• Perform general administrative tasks, including managing clients in service/CRM software, maintaining logs and time records for support tickets, and documenting hardware, networks, and equipment
• Work with proper teams to communicate ongoing problems and issue resolutions
• Perform other duties as assigned

Requirements

Required Skills/Abilities: 

• Strong analytical and problem-solving skills
• Capacity to swiftly and effectively acquire new skills
• Desire to learn and retain new information
• Ability to communicate effectively (both verbally and in writing)
• Excellent organizational and interpersonal skills
• Highly motivated self-starter capable of leading initiatives and collaborating effectively within a team
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Must be willing to commute and work in the Charlotte Area

Education and Experience:

• Degree or certification in General IT/Computer field
• Entry-level Networking experience
• Familiarity of UCaaS and CCaaS
• Zoho (or CRM/ERP) working knowledge
• BS/BA degree in Business, Accounting, Computer Science, or related is a plus
• Previous Customer Service experience
• This position REQUIRES a passing score on the SSCA® Networking Certification test (course and associated tests will be supplied by OneCloud - TelWare and can be reviewed at the following web link https://www.thesipschool.com/courses/view)

Physical Requirements: 

• Prolonged periods of sitting or standing at a desk and working on computers
• Must be able to lift 15 pounds at times
• May be required to work on-call or long hours in case of network malfunction
• This is not a remote position