Sales

866-714-9232

7:00am – 5:00pm PST (Monday – Friday)

Support

888-325-5875

818-452-5306

Available 24 Hours

Billing & Customer Service

888-325-5875

8:30am – 5:00pm PST (Monday – Friday)

Partner Program

866-634-1394

Shipping Address

Broadvoice

9221 Corbin Ave. Suite 155

Northridge, CA 91324

Support

888-325-5875

818-452-5306

Available 24 Hours

Senior Technician (Northridge, CA)

Position Summary:

The Broadvoice Business Support Tier 3 Senior Technician is responsible for assisting the Business Support Manager and Business Support Supervisors in supporting the management of day to day operations of our Technical Support Team. We are looking for someone who is passionate about customer service and focused on championing a service-driven culture with a goal of increasing customer satisfaction

Location: Northridge, CA

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

  • Escalation point for complex interactions
  • Mentor and coach Tier 1 and Tier 2 Technicians through customer requests
  • Respond to client escalations and special requests, ensuring customer requests are responded to in a timely manner
  • Interface with Service Delivery team members as the point of contact for the Business Support Team
  • Utilize internal tools and tracking system to document team projects and tickets
  • Provision, test and refurbish Hardware
  • Identify and report any bugs or defects as well as document feature requests that will refine the product
  • Make recommendations and changes based on operational metrics to improve efficiency across the team
  • Produce knowledge base content and provide continuing instruction to team members
  • Perform other duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

  • A minimum of four years’ experience as a Technical Support technician, specifically with Tier 2+ support
  • Excellent oral/written communication and customer service skills including a good phone presence
  • Advanced knowledge of VoIP technologies (PBX, SIP, RTP, NAT traversal)
  • Strong understanding of networking, IT, internet and computer concepts/technology
  • Excellent problem-solving skills, organization and project management
  • Ability to prioritize and multi-task, demonstrating accountability and follow-through
  • Ability to work in a team environment and take direction from management and supervisors as well as coach team members
  • A team player with a positive attitude
  • CCNA Certification or equivalent experience
  • Networking Certification or equivalent experience

NOTE
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

Apply Now
2019-08-19T22:34:35+00:00