UC Support Specialist, Tier 1
N
New Era TechnologyIT Technical Services
Candidates must be authorized to work in the United States without the need for sponsorship now or in the future.Full-TimeEntry
Salary31.25 - 33.65 USD per hour
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Job Details
- Experience
- 3-5 years experience as a UC Support Specialist, 2+ years in a customer facing role, and 2+ years working with SaaS products.
- Required Skills
- SaaSNetworking
Requirements
- 3-5 years experience as a UC Support Specialist with strong VOIP and networking skills.
- 2+ years experience in a customer-facing role (MSP experience preferred).
- 2+ years experience working with SaaS products.
- Advanced technical knowledge of current network hardware, protocols, and internet standards.
- Strong background with ticketing systems and work tracking.
- Proficiency in troubleshooting voice offerings in hosted environments.
- Familiarity with Avaya IP Office and various SBCs like Edgewater.
- Knowledge of 8x8, Cisco Webex, and remote management tools.
- Ability to communicate effectively and professionally with customers.
- Strong team collaboration skills.
- Ability to participate in equipment hardware and firmware upgrades.
Responsibilities
- Deliver world-class technical support services to clientele.
- Optimize productivity while assigned to customer tickets or projects.
- Prioritize work through ticket and project status management.
- Resolve technical issues and escalate where appropriate.
- Perform ticket quality control and ticket management.
- Maintain clear communication via phone, video, and email.
- Conduct occasional on-site visits to nearby customers.
- Participate in the on-call rotation.
- Contribute to process improvement initiatives.
- Document customer environments and ticket updates.
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