Company Overview:
Truly Connected. Yes, unified communications is about bringing it all together: desk phones, mobile phones, computers, video meetings, and more. But in the universe of Level365, true unity not only means connecting technology with technology but technology with people — and above all, people with people. With this philosophy at heart, Level365 excels at serving customers and ensuring that unified communications works harmoniously to help teams function as one. Supporting our clients is at the foundation of this philosophy. You will join a team focusing on quality over quantity and maintaining a 99.2% CSAT across all support channels.
Job Summary:
The Client Support Engineer position is a critical role in ensuring the success of Level365 and our ongoing relationships with clients. You will assist clients with ongoing configuration, troubleshooting, and support of their hosted communication and collaboration services. Working directly with our UCaaS platform, you will ensure clients’ systems are optimized to support their business needs. The average Client Support Engineer workload is 8-10 new support requests per day. Our high-touch approach is key to our success, and we are looking for a dedicated professional who values customer satisfaction, technical excellence, and continuous improvement.
Key Responsibilities:
- Provide technical support and troubleshooting for clients using Level365’s unified communications platform.
- Assist with system configuration, user setup, and ongoing customization to meet client needs.
- Diagnose and resolve technical issues related to VoIP, networking, and collaboration tools.
- Work closely with customers to ensure smooth onboarding and seamless integration of Level365 services.
- Collaborate with internal teams to escalate and resolve complex technical challenges.
- Document support cases, solutions, and best practices to improve service efficiency.
- Conduct client training and provide guidance on platform usage and features.
- Stay up to date with industry trends and emerging technologies to enhance support capabilities.
Required Qualifications:
- 2+ years of experience in technical support, IT helpdesk, or a related role.
- Strong knowledge of VoIP, networking (DNS, DHCP, TCP/IP, firewalls, etc.), and cloud-based communication solutions.
- Excellent troubleshooting and problem-solving skills.
- Strong customer service and communication skills, both verbal and written.
- Experience with ticketing systems and remote support tools.
- Ability to manage multiple client cases simultaneously in a fast-paced environment.
- Associate’s or Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
Preferred Qualifications:
- Experience with hosted PBX systems and SIP trunking.
- Certifications such as CCNA, Network+, or equivalent.
- Previous experience in a SaaS or telecommunications environment.
Compensation & Benefits:
- Comprehensive health insurance. Optional dental, disability, and vision insurance.
- 401(k) retirement plan with company matching.
- Paid time off, including holidays and personal days.
- Professional development opportunities and training programs.
- A collaborative and innovative work environment with growth opportunities.
Join us at Level365 and be part of a team that is redefining the future of business communications!