Technical Customer Service Lead

Client Support Hollywood, California


Position at j2 Cloud Services

ITS Specialist (Issue Tracking Specialist) is a liaison between customer support and the rest of the company, reporting and tracking both customer facing and internal issues, communicating and working with other departments to track down the root cause of an issue and implement resolution. ITS is also a knowledge base for the Customer Support department, working directly with the customer support agents to help troubleshoot day to day and escalated technical issues.The ITS Specialist reports to the Customer Service Manager and is a key member of both the Voice and Fax Teams escalation process.

Job Duties:

  • Troubleshoot all escalated issues reported by customer service agents within the first hour.
  • Create service requests for eFax, eFax Corporate, Onebox, eVoice, and Developer.
  • Manage all open tickets (ask for updates and verify resolved tickets).
  • Notify corporate customers about severe outages or issues.
  • Evaluate credit/refund requests and issue a credit/refund when applicable.
  • Communicate with other departments on a daily basis to resolve all open tickets in a timely manner.
  • Conduct training for customer service employees.
  • Assist in creating/updating customer service training manuals.
  • Any other tasks given to ITS member by a manager.

Job Requirements and Experience:

  • Superior technical and problem solving skills for ALL products.
  • Minimum 1+ years experience as a customer service agent.
  • Excellent communication skills both oral and written is mandatory.
  • Ability to multitask and thorough knowledge of WCSA.
  • Must be in good standing in your current role