THE PERSON

Are you a detail-orientated customer advocate who loves to learn and is fulfilled by solving problems? Do you consider yourself an articulate, concise communicator who builds trust and buy-in by exuding empathy for our clients and teammates? If you are a self-driven, persuasive, passionate and customer-focused technical specialist with a knack for visualizing solutions, then we want to talk to you!

Our ideal Help Desk Specialist candidate is:

• Honest, Patient, Accountable, Open-minded
• Approachable - You are high-energy, friendly, and are comfortable with a high volume of tasks and customer interactions. You are always anticipating customer needs and enjoy the idea of what’s next.
• Curious - You’re a good listener who wants to peel back the layers of a problem rather than jumping to conclusions. You feel comfortable asking targeted questions that will get to the heart of any issue.
• Coachable - You’re energized by verbal interactions and passionate about continuous learning and improvement. You’re thirsty to learn more about our products and how they work and are unafraid to dive into the tech side of our company.
• Adaptable - You’re a natural multi-tasker and critical thinker who is comfortable with different communication styles and the unknown. You like challenge and surprise and understand how tech and apps can be skillfully applied to solve a business problem.
• Professional - You emanate a positive attitude, take pride in your work, and boast excellent written communication skills.
• Problem-Solver – You’re skilled at troubleshooting problems, identifying the causes of those problems, and providing innovative solutions.

Our culture values dedicated team players who seek to communicate actions that implement solutions. We are looking for someone who believes in small businesses and the impact they have on society, and who enjoys the responsibility of making daily contributions. Our ideal candidate is willing to acquire deep product knowledge to problem solve and support the rollout of upgrades and enhancements. You’ll fit right in if you love technology, thrive on building relationships, take pride in happy customers and gain fulfillment in helping others!

QUALIFICATIONS

Required:

• 2+ years’ experience troubleshooting in a customer-facing role
• 1+ years working with Cloud-based software
• Experience in a fast-paced environment where excellent customer service is a priority

Preferred:

• Networking, IT or telecommunications certification or equivalent work experience
• Professional experience using VOIP technology including SIP, RTP, QoS, codecs
• 1+ year working in a call center environment, successfully handling a high volume of inbound customer calls.

The job responsibilities of the Help Desk Specialist position include, but are not limited to:

• Receive inbound support calls and online chat inquiries from customers to configure call routing and answer feature and phone questions
• Communicate using phone, chat, screensharing, email and other technologies
• Make outbound calls to customers to test all configuration changes and follow-up with the customer on questions and configuration changes
• Conduct ad-hoc customer portal and phone training
• Work within a ticketing system to document customer interactions and the resolution of issues
• Effective working in a virtual working environment
• Suggest features and solutions that our products provide, to anticipate customer needs
• Ensure customer delight by seeking to understand the issue, quickly resolving the issue, and following up to make sure the issue is resolved