Product Support Specialist - Level I

Technical Support Drexel Hill, Pennsylvania


Description

Position at j2 Cloud Services

The Product Support Specialist will serve as the initial point of contact for supporting our clients, and resellers.

Customer service is important to us and give the client or reseller the white glove treatment throughout the entire support process. A good candidate for this job will have strong ability to work alone, or together as a team. Excellent communication skills both written and verbal.

The ideal candidate will thrive in a fast paced, ever changing environment.

Job Duties:

  • Answer incoming calls from customers or resellers. Assist our clients with help over a broad range of products that we sell and support.
  • Provide customers with a ticket when they call. Work the issue on the phone, and strive to resolve the issue on the first attempt.
  • Ticket Escalation-Work with senior staff to resolve issues, that are beyond your control.
  • Client Ticket Escalation to one of our many vendors. Provide updates to our clients and resellers within the allotted SLA.  
  • Provide customers with excellent customer service while working with them on the phone, or through email. Work in a team
  • Create support tickets and provide customers with frequent status updates until resolved.
  • Take part in elearning, and training for new products, and vendors. (Training takes place as often as we receive it).
  • Provide trouble resolution and closeout tickets when team members are away at lunch, off or on vacation.
  • Create how-to documentation for both in house and customer use, for our various product offerings.
  • Working with your team lead to update our internal communications, work on projects, and miscellaneous tasks. .
  • Learning from Senior Techs and training other techs on new product offerings.
  • Work with our internal billing department to assist clients, and or shut off their accounts.
  • Participate in Pre and Post sales calls. Our sales team may need to leverage one of our technicians to help close a sales deal.

 

Job Requirements and Experience:

  • Must have basic understanding of communication networking components (i.e., Routers, LAN topology, Ethernet & Network). SSL, FTP, POP, IMAP, etc..
  • Should have a understanding email servers and how they function( Microsoft Exchange, )
  • Knowledge of SMTP, and how mail flow works.
  • A working knowledge of DNS and how DNS routes mail.
  • Have the ability to work with customers, on the telephone, to isolate/resolve problems with that equipment at a customer location.
  • Must be able to communicate effectively with customers. Responsible for talking and negotiating with customers as well as interacting with other work groups. Good Organization skills are a must.
  • Required to utilize a headset and sit at a workstation for extended periods while working at a computer assisting external customers.
  • The employee will have a set schedule upon time of hire.  May be required to be flexible on hours during work week.
  • Will be required to take pager for on call, after hours and weekends, every 8-10 weeks.
  • One (1) year customer call center experience is desirable, but not necessary.