Support Technician - Level 2

Client Support Drexel Hill, Pennsylvania


Job Summary: Excel Micro is a j2 Global® company focusing on Cloud based email security services for businesses. It offers a unique environment that fosters individual growth and rewards performance, while offering the benefits and opportunities of a successful global Cloud company.  The work environment is fast-paced, challenging, and fun. You will be working in the technical support environment in the innovative cloud services arena focusing on our Email Security products, Spam Filtering, Email Archiving, Email Encryption, Web Security etc.

Job Duties:

We are creating a dedicated Level 2 support position for the FuseMail® business.

·         Respond to email tickets, phone calls and live chats to assist customers with a broad range of email services.

·         Escalate issues to senior technical staff and respond to the customer when escalation resolutions are available.

·         Track incidents in help desk ticketing system

·         Perform other various assigned tasks, such as documentation creation, staff and customer training, process improvement, product testing etc.

·         Pre-sales product support when required.

·         Shift work and 24 X 7 on call availability may be necessary

Liaising with Vancouver Netops and Development teams on escalated issues.

Job Requirements and Experience:

·         Excellent written and verbal skills in English.

·         Fast typing capability.

·         Advanced troubleshooting and problem determination skills

·         Good knowledge of email services including SMTP, POP, IMAP, and MS Exchange

·         Working familiarity and knowledge on common Internet protocols and technologies such as TCP/IP, DNS, FTP, SSL etc.

·         Positive, customer-focused attitude.

·         Good networking knowledge and a practical understanding of how networks communicate

·         Help desk experience would be valuable but not essential.

·         Demonstrate knowledge in a wide variety of email-related tools, such as browsers, email clients and operating systems.

j2 Cloud Services is an Equal Opportunity Employer.