Work entirely from home supporting the end-users of our cloud-based office apps and voice services. Join Intermedia, the provider of the “Office in the Cloud” to 70,000 small and medium-sized businesses.
What’s in it for you? Competitive pay, great benefits, no commute, and opportunities for career growth.
Intermedia’s Tech Support Specialists provide phone and internet-based support to customers of our hosted services. Performance metrics include resolution on the first call and customer satisfaction.
Responsibilities:
- Resolve technical issues via incoming phone calls from (mostly) non-technical end users.
- Respond to incoming web-based support requests.
- Utilize Live Chat with powerful desktop sharing tools
- Recognize trends and report them to senior level engineers.
- Find and document any new support issues or product bugs.
- Identify customer needs that can be met by additional office applications provided by Intermedia.
- Self-awareness and common sense approach to identifying issues to escalate appropriately.
- Self-starter with the maturity to ask for assistance when needed.
Required Skills:
- Experience configuring Outlook and other email applications
- Familiarity with DNS, networking and VOIP
- 1+ years of experience in a high-volume call center environment in a Tier 1 technical support role
- Demonstrated ability to patiently solicit needed information from non-technical users and communicate the technical solution in understandable terms
- Excellent analytical and problem solving skills when facing complex challenges
- Strong sense of commitment to resolving client issues on the first call
- Must be a self-starter with proven ability to work proactively and independently
- Excellent communication skills — writing, speaking, and listening
- Detailed oriented with good documentation skills
- Commitment to excellence: willing to accept constructive feedback, share information with other team members, and drive toward continuous improvement
Desired Skills:
- Previous work-from-home technical support experience in a virtual call center role
- College degree or equivalent experience
VERY IMPORTANT things to note:
- Hired candidates must be available for a three-week online, instructor-led training class (from 7am – 4pm PT). Continued employment is dependent upon passing this class
- Work-at-home employees must have high-speed broadband capability (5 mb/s upload speed) via a cabled Internet connection used only for work purposes to ensure uninterrupted, high quality for customer calls.
- You must pass a criminal background and reference check to be hired.
To apply, use the following link: http://www.intermedia.net/about-us/careers?cjobid=AO379566914&rpid=25152
Intermedia is proud to promote eco-friendly work options like work-at-home for our Technical Support Specialists. We have more than 100 remote specialists who enjoy the same career advancement opportunities as their office-based peers. Intermedia is the premier provider of cloud services to 70,000 small and mid-sized businesses. Delivered from Intermedia’s secure datacenters, these services include hosted Microsoft Exchange email, VoIP telephony, instant messaging, file management, security, backup, support for the full range of smartphones and tablets, and more.
