Job Description
Essential Functions:
+ Prioritize, classify, and escalate incidents according to standard operating procedures.
+ Provide first-level support for both external and internal customers, identifying issues that need attention from Engineering or product teams.
+ Interact with team members, management, internal departments, and business partners to maintain workflows,
+ escalate, and resolve customer service requests.
+ Deliver first-level customer service via chat, phone, and ticketing system for various product lines.
+ Perform additional duties as assigned by management.
Experience Requirements:
+ 2+ years of technical support experience with call center exposure, preferably in a product company or managed service provider setting.
+ 1-2 years of team-lead experience
+ Product support experience in one or more of the following areas:
+ Copper Cabling
+ Fiber Cabling
+ KVM Switches
+ Video Multimedia
+ Datacom/Networking
+ Cabinet Rack Enclosures
+ Knowledge of video switching and routing, basic network understanding for AV over IP systems, and audio and video signal transmission.
Education & Competencies:
+ Associate's degree or equivalent education.
+ Exceptional communication skills, both verbal and written, in both English and Spanish.
+ Effective listening skills to understand client requirements.
+ Excellent critical thinking skills.
+ Ability to prioritize tasks based on urgency and scope.
+ Capability to work effectively across all functional groups, ensuring a seamless client experience and timely issue resolution.
+ Strong organizational and time management skills to set priorities and manage multiple tasks efficiently.
+ Service awareness of key product and service offerings.
+ Willingness to train on new products to provide high-level support.
+ Prioritize, classify, and escalate incidents according to standard operating procedures.
+ Provide first-level support for both external and internal customers, identifying issues that need attention from Engineering or product teams.
+ Interact with team members, management, internal departments, and business partners to maintain workflows,
+ escalate, and resolve customer service requests.
+ Deliver first-level customer service via chat, phone, and ticketing system for various product lines.
+ Perform additional duties as assigned by management.
Experience Requirements:
+ 2+ years of technical support experience with call center exposure, preferably in a product company or managed service provider setting.
+ 1-2 years of team-lead experience
+ Product support experience in one or more of the following areas:
+ Copper Cabling
+ Fiber Cabling
+ KVM Switches
+ Video Multimedia
+ Datacom/Networking
+ Cabinet Rack Enclosures
+ Knowledge of video switching and routing, basic network understanding for AV over IP systems, and audio and video signal transmission.
Education & Competencies:
+ Associate's degree or equivalent education.
+ Exceptional communication skills, both verbal and written, in both English and Spanish.
+ Effective listening skills to understand client requirements.
+ Excellent critical thinking skills.
+ Ability to prioritize tasks based on urgency and scope.
+ Capability to work effectively across all functional groups, ensuring a seamless client experience and timely issue resolution.
+ Strong organizational and time management skills to set priorities and manage multiple tasks efficiently.
+ Service awareness of key product and service offerings.
+ Willingness to train on new products to provide high-level support.
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