What are the responsibilities and job description for the Cloud Technical Support position at Votacall?
About Votacall
Votacall (www.votacall.com), an award winning Managed Voice Solution Provider, is actively seeking talented Technical Support Engineers to join our Cloud Technical Team.
We have a terrific team that delivers an unrivaled Customer Experience to our Cloud Voice (VoIP) Clients, look us up and you will see that we take Technical and Customer Experience seriously. We want the best talent to continue to promote our position as the leader in Cloud Customer Experience.
Position Overview:
As a member of our Cloud Technical Team, you will be expected to address and resolve Tier 1 service requests from Votacall Cloud Customers via our ticketing system, handle incoming calls on our help line, and escalate tickets to the appropriate department based on issue complexity. You will become an expert on the Votacall One platform and assist our customers with every aspect of their fully managed solution. This is the ideal position for a candidate with some technical training that is looking to expand on and improve their skills. Members of the Votacall support team do not operate on an island but rather function as a unit to resolve issues as quickly and effectively as possible. The support team meets multiple times daily to discuss open tickets, collaborate and spread technical knowledge whenever possible.
Daily Activities & Responsibilities:
The successful applicant will be responsible for the following, but not limited to:
- Work directly with customers and their IT personnel through phone, email, and case management systems to troubleshoot and resolve customer reported technical inquiries.
- Troubleshoot and resolve customer issues pertaining to network and IP telephony
- Assist customers with making programming changes to their phone system
- Respond proactively and appropriately to client monitoring alarms
- Work with carriers to open trouble tickets
- Take ownership of overall resolution while being able to recognize high priority situations and take appropriate escalation action that results in customer satisfaction
- Manage multiple issues in parallel, taking responsibility for meeting SLA and updating customers
- Document and escalate more complex issues to higher level technical teams internally and externally
- Proactively suggest and implement process improvements
- Acquire and maintain current knowledge of Votacall solutions
- Remotely Support VoIP installations and implementations
- Configure network and phone hardware to be shipped to customers
- Participate in daily team meetings and group chats
Experience & Desired Skills:
We are looking for a candidate with excellent customer service skills and deep interest in technology. We will provide training on Votacall specific technology but previous technical support experience is a major plus.
- Desktop Support a Plus
- Exceptional Phone Skills
- Network Support a Plus
- Exceptional Communication Skills
- VoIP or Voice Support a Plus
- High Energy
- Positive attitude
- Interest in ongoing technical training
- Solid Written Communication Skills
- Accountability
- Ability to work with others
- Thrive in a Team Environment
- Good under pressure
- Customer Service/Support
- The ability to Think Different
Votacall will offer to the ideal Candidate:
Competitive Base Salary: $50,000 - $60,000 Range is based on incoming skillset and experience
Comprehensive Benefits Package
Health | Dental | Vision
401K with Company Match
Paid Holidays, Paid Time (traditionally sick and vacation)
Training
Votacall will offer to the ideal Candidate:
- Competitive Base Salary: $55,000 - $60,000 Range is based on incoming skillset and experience
- Comprehensive Benefits Package
- Health | Dental | Vision
- 401K with Company Match
- Paid Holidays, Paid Time (traditionally sick and vacation)
- Training
- Career Path
Salary : $50,000 - $60,000