Technical Support Technician Tier 2

Technical Support Northridge, California


Description

POSITION DETAILS:

 

LOCATION: Northridge, CA

DEPARTMENT: Business Support

REPORTS TO: Manager, Business Support

PERCENTAGE OF TRAVEL: <15%

 

POSITION SUMMARY:

Broadvoice is looking for a Business Support Representative Tier 2 to join our growing team. In this dynamic role, you will provide technical support to business customers via phone, chat and email. If you are passionate about solving problems and want to make an immediate impact on the customer experience, we want to talk to you!

 

YOUR DAY-TO-DAY:

  • Serve as a brand ambassador for Broadvoice by knowing our products in and out, living our core values, and delivering a positive customer experience
  • Help Tier 1 technicians with escalated customer requests (via Salesforce, chat, and phone transfers)
  • Research, diagnose, and resolve technical hardware and software issues using available tools and resources
  • Accurately process and document issue details using a computer and designated ticket tracking software
  • Identify and report bugs and defects, and document feature requests that will enhance products
  • Stay current with system information, changes and updates
  • Produce knowledge base content and support team leads in disseminating information across the team
  • Monitor Zultys/MXIE and inform team of opportunities via chat
  • Assist with the Tier 1 queue when needed and provide mentorship for learning
  • Increase personal technical knowledge by reading trade publications, training manuals and diagnostics information and completing courses, when possible
  • Perform other job-related duties and projects as assigned
  • Be available for at minimum 1 day of On-Call after hour coverage

 

WHAT YOU BRING TO THE TEAM:

  • A customer-focus
  • Basic understanding of networking, IT, internet and computer concepts/technology
  • An understanding of VoIP technologies (SIP, RTP, NAT traversal) and experience as a VoIP or Tier 2+ support representative
  • Knowledge of Edgewater and SimpleWan router configurations
  • Experience with Metaswitch and interpreting SIP signaling
  • Exceptional verbal and written communication skills with a strong phone presence
  • Strong self-management skills (prioritization, attention to detail, follow-through)
  • Strong listening and problem-solving skills
  • Experience using MS Office tools; technically savvy
  • Ability to work in a team environment
  • Availability for 40+ hours per week, including potential evenings and/or weekends

 

WHY BROADVOICE:

We are a growing cloud communication company with a passionate team on a mission to inspire meaningful human connections. Our goal is to personalize the way we communicate so that no matter where work happens, our technology makes it brilliant for teams to connect with what matters most.

 

Broadvoice has been recognized by Deloitte Technology Fast 500 and Inc 5000 Fastest Growing Private Companies. Our employees enjoy a comprehensive benefits packages including paid vacation and holidays, 401k matching, professional reimbursement, medical, dental and vision coverage, plus many other perks.


Broadvoice is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform their job functions. If this position requires travel, you may be required to pass a drug screen. Broadvoice does not sponsor work visas.