Level365 is looking for a self-starter who owns the customer experience through troubleshooting, excellent communication, client skills, and resolution. Want to read off the screen and stick to the script to close the ticket? We’re not that place. Level365 provides the process and the tools to assist in troubleshooting, but you are the key to ensuring our clients receive the best experience possible. We take client satisfaction seriously and measure our support initiatives 'KPIs.
The Client Support Engineer position is a frontline position assisting the business clients and partners of Level365 with our service. This role is expected to help solve most client issues on the first call and escalate issues to higher tiers for resolution. It is also responsible for enhancing the client experience by providing superior customer service and ensuring issues are resolved or on track to resolution. This position includes performing IP desktop phone system configuration, troubleshooting quality of service, as well as connectivity and LAN performance issues.
ADDITIONAL DUTIES AND RESPONSIBILITIES
- Perform advanced troubleshooting of VoIP and UC-related issues within the customer networks, our platform, and web application.
- Call flow design and setup.
- Quickly troubleshoot client support tickets reported through our support portal and manage them to completion, interacting with co-workers, customers, and vendors as necessary.
- Provide technical support through our call-queue system and open tickets on behalf of clients.
REQUIREMENTS
Qualifications of the ideal candidate should include the following:
- The ability to manage your work, make decisions based on client issues and manage your ownership of client satisfaction.
- Strong verbal and written communication skills are needed to interact with the internal Level365 team and clients.
- Experience with TCP/IP, DNS, DHCP, Firewalls, IP Routing, and Switches.
- Knowledge and troubleshooting proficiency in Unified Communications, VOIP, and SIP technologies.
- Experience with Remote Management Tools and Zendesk is a plus.
- Previous experience in IT help-desk environments or VoIP or UC-related troubleshooting is required.
BENEFITS
Level365 provides a competitive salary and benefits package which offers Medical Insurance, Matching 401K, Departmental bonuses, Paid Time-Off, Paid Holidays, and additional benefits.
Job Type: Full-time
Salary: From $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
- OnCall Rotating Schedule Component
Experience:
- Technical support: 2 years (Required)
Work Location: This position can be remote, hybrid, or in-person, dependent on the candidate.