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