Technical Support Specialist

Job description

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