Level365 is seeking a full-time Unified Communications (UC) Support Engineer. If you are a self-starter with excellent communication skills who enjoys owning the customer experience, we might be the place for you! Level365 provides the process, and the tools to assist in troubleshooting, but you are the key to making sure our clients and partners receive the best experience possible.
The UC Support Engineer role is a crucial frontline position supporting the business clients of Level365. Want to read off the screen and stick to the script in order to end the call? We’re not that place. This position is designed to assist and solve the majority of clients issues on the first call and when necessary escalate issues to higher tiers for resolution.
About you and the skills you need
- Strong communication skills both verbal and written needed to interact with the internal Level365 team, clients, partners, and vendors.
- Capable of juggling multiple support tickets while staying result orientated and solution focused.
- Knowledge and troubleshooting proficiency of Unified Communications, VOIP, and SIP technologies.
- Experience with Bomgar and Zendesk is a plus.
- Experience using packet capture tools such as WireShark to analyze network related issues.
- Previous experience in IT help-desk environments or VoIP or UC related troubleshooting is required.
You are responsible for
- Performing advanced troubleshooting of VoIP and UC related issues within the customer networks, and within our switch and web application.
- Quickly troubleshoot client support tickets reported through our support portal, calls and chat while managing them to completion.
- Collaborative approach with co-workers, customers, partners, and vendors as necessary.
- Provide technical support through our call-queue system and open tickets on the behalf of clients.
- Attending weekly team meetings and active participation.
- Performs other tasks and special projects as required.
What success looks like in this role
- Customer feedback indicates that you have successfully resolved their issue.
- Your assigned support tickets are resolved within a timely manner and clearly show the path to resolution.
- You care about our clients and provide them a wonderful experience.
- You provide feedback on processes and make recommendations on areas to improve.
Benefits
Level365 provides a competitive salary and benefits package which offers Medical Insurance, Departmental Bonus, Matching 401K, AFLAC, Paid Time-Off, Paid Holidays, and additional benefits.
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