N2P- Tech Support Tier 1

As Tier1 Tech Support, The main role is to provide support post-installation to our Business VoIP customers you can be a part of this vital group by demonstrating your ability to resolve any technical inquiry/issue present post-implementation. We look for teammates who are able to thrive in a fast-paced, cutting-edge, technology-driven environment and that are also detail-oriented and customer-focused individuals to help cultivate relationships with new customers while improving overall customer engagement by providing solutions to technical issues.

RESPONSIBILITIES

• Address customers’ changing needs or technical inquiries/issues that arise post-implementation, via phone and Email.
• Identifying hardware and software solutions.
• Troubleshooting technical issues.
• Diagnosing and repairing faults.
• Update tickets assigned with actions taken to resolve incidents and or escalate if needed.
• Provide both great technical support and customer service.

REQUIREMENTS

• High School Diploma
• 85% of English Proficiency great communication skills (written and spoken)
• Positive Attitude
• Problem Solving Skills.
• Quick Learner
• Team Player
• Software and Hardware knowledge
• 1+ Years of experience in tech support, desktop support, or a similar role. (Mandatory)
• Excellent Customer Service and great communication skills (written and spoken)
• Experience with remote desktop applications and help desk software. i.e: TeamViewer, AnyDesk, or others.
• Experience in VoIP technology, troubleshooting, and understanding of its infrastructure (It’s a plus)
• Salesforce experience (desired)
• CompTIA A+ (Certification is a plus)
• Knowledge in the following areas/fields: (Mandatory) *if Certified it’s a plus.
• CCNA* - Network Monitoring
• Routing Protocols. - Cybersecurity
• Satellite Technology - LAN and WAN networks.
• Linux servers. - Telephone Plants PBX
• Structured Wiring - Antennas