Technical Support Engineer

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Intermedia Cloud Communications

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

⚖️ Legal

💰 Venture Round on 2017-02

Consulting • Healthcare • Legal

Intermedia Cloud Communications is a leading provider of cloud-based communication solutions, specializing in unified communications, video conferencing, and various productivity tools. Their platform, Intermedia Unite, integrates voice, video, chat, and file management into a seamless user experience, enabling businesses to communicate and collaborate effectively from anywhere. With a focus on security and compliance, Intermedia serves a range of industries including healthcare, legal services, and financial services, helping organizations enhance productivity and customer care with advanced technology and support.

📋 Description

• Provide Tier 2 and frontline direct support to designated Intermedia customer segments • Troubleshoot difficult customer issues through final resolution to ensure customer satisfaction • Work closely with carrier partners to ensure proper functioning of products and services • Support team members through issue escalation, resolution, and training • Maintain case ownership and resolve or escalate issues within 48 hours • Answer phone calls, respond to emails, and handle internal escalations • Diagnose and fix product problems or escalate them to appropriate internal or external parties • Document, investigate, and resolve issues reported by customer-facing departments • Maintain and improve technical support policies, procedures, and knowledge bases • Share knowledge with coworkers and improve support processes • Interface with vendors to gain knowledge and troubleshoot problems • Collaborate with system engineers and developers on troubleshooting, fixes, workarounds, and specific projects • Prepare outage and incident reports for production and back-office systems • Monitor production systems • Provide overtime and rotational off-hours on-call support as needed • Work remotely via company VPN without interrupting customer experience • Perform other duties as assigned

🎯 Requirements

• Bachelor/Collegiate Degree or a minimum 3–4 years of experience in a technical support environment, preferably in a Contact Center • Ability to assess customer-experience impacts and improve CSAT, NPS, and other customer feedback results • Ability to manage competing priorities, make sound decisions, and act with urgency when assisting customers • High aptitude in telephony, PBX phone systems, SIP, VoIP, and Fax • Good working knowledge of networking, routers, firewalls, IP, and working with ISPs • Knowledge of Windows OS and basic PC troubleshooting strongly desired • Network certifications are a plus • UNIX, LDAP, SQL, T1, T3, and ISDN knowledge is a plus • Effective communication with employees and customers • Ability to take on challenging problems • Ability to transfer knowledge and improve support processes • Excellent written and verbal communication skills • Ability to create flowcharts and clearly define diagnostic steps in troubleshooting guides • Must obtain and remain current on defined certifications for the role and assigned queues

🏖️ Benefits

• Equal opportunity employer committed to diversity and inclusion • Reasonable accommodations for identified disabilities or other limitations as required by applicable laws • Promotion from within