Posted Apr 05

Work-at-Home Technical Support
United States of America Full Time

Work entirely from home for the first cloud software company to be certified by J.D. Power and the TSIA for its assisted technical support (2016). What else is in it for you Competitive pay, great benefits, and opportunities for career growth.Intermedia's Tech Support Specialists provide phone and internet-based support to customers of our hosted email and voice services and much more. Performance metrics include resolution on the first call and customer satisfaction.Responsibilities: Resolve technical issues via incoming phone calls from (mostly) non-technical end users.Respond to incoming web-based support requests.Utilize Live Chat with powerful desktop sharing toolsRecognize trends and report them to senior level engineers.Find and document any new support issues or product bugs.Identify customer needs that can be met by additional office applications provided by Intermedia.Self-awareness and common sense approach to identifying issues to escalate appropriately.Self-starter with the maturity to ask for assistance when needed.Required Skills: Experience configuring Outlook and other email applicationsFamiliarity with DNS, networking and VOIP1+ years of experience in a high-volume call center environment in a Tier 1 technical support roleDemonstrated ability to patiently solicit needed information from non-technical users and communicate the technical solution in understandable termsExcellent analytical and problem solving skills when facing complex challengesStrong sense of commitment to resolving client issues on the first callMust be a self-starter with proven ability to work proactively and independentlyExcellent communication skills -- writing, speaking, and listeningDetailed oriented with good documentation skillsCommitment to excellence: willing to accept constructive feedback, share information with other team members, and drive toward continuous improvementDesired Skills: Previous work-from-home technical support experience in a virtual call center roleCollege degree or equivalent experienceVERY IMPORTANT things to note: Hired candidates must be available for a three-week online, instructor-led training class (from 7am - 4pm PT).

Continued employment is dependent upon passing this classWork-at-home employees must have high-speed broadband capability (5 mb/s upload speed) via a cabled Internet connection used only for work purposes to ensure uninterrupted, high quality for customer calls.You must pass a criminal background and reference check to be hired.Founded in 1995, Intermedia is taking on the world's biggest tech companies in a battle for the $50B business communications and productivity industry. Our goal is both modest and earth-shattering: to eliminate the pain of deploying and managing business IT. Intermedia serves 1 million users within 85,000 customer organizations.

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