Job Description Essential Functions:
- Prioritize, classify, and escalate incidents according to standard operating procedures.
- Provide first-level support for both external and internal customers, identifying issues that need attention from Engineering or product teams.
- Interact with team members, management, internal departments, and business partners to maintain workflows,
- escalate, and resolve customer service requests.
- Deliver first-level customer service via chat, phone, and ticketing system for various product lines.
- Perform additional duties as assigned by management.
Experience Requirements:
- 2+ years of technical support experience with call center exposure, preferably in a product company or managed service provider setting.
- Product support experience in one or more of the following areas:
- Copper Cabling
- Fiber Cabling
- KVM Switches
- Video Multimedia
- Datacom/Networking
- Cabinet Rack Enclosures
- Knowledge of video switching and routing, basic network understanding for AV over IP systems, and audio and video signal transmission.
Education & Competencies:
- Associate's degree or equivalent education.
- Exceptional communication skills, both verbal and written, in both English and Spanish.
- Effective listening skills to understand client requirements.
- Excellent critical thinking skills.
- Ability to prioritize tasks based on urgency and scope.
- Capability to work effectively across all functional groups, ensuring a seamless client experience and timely issue resolution.
- Strong organizational and time management skills to set priorities and manage multiple tasks efficiently.
- Service awareness of key product and service offerings.
- Willingness to train on new products to provide high-level support.
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