Technical Support Representative

Responsibilities:

Answer technical support requests via email, chat, and phone;
Help guide customers through the setup process;
Collaborate with our engineering team to solve more complex issues;
Identify, document and follow up with engineers on product bugs and features;
Update knowledge base and troubleshooting documentation for internal and customer use;
Act as a liaison between engineering, customer success and sales on technical issues affecting our business needs.

Fluent in English; ? Excellent written and verbal communication skills; ? Previous experience in a client-facing technical role for a product business; ? Strong problem-solving, decision-making, and critical-thinking skills; ? Professional, courteous and committed to provide amazing customer support; ? Open-minded, positive and keen to learn; ? Great attitude, team player; ? Willing to work flexible hours; ? Keen to mentor and help train junior team members; ? College degree. ? Degree in a technical subject; ? Knowledge of IP Telephony; ? Experience diagnosing QoS issues; ? Experience with call center technology such as IVRs ; ? Experience with Salesforce as an admin or developer. 26,000-35,000/month / onsite / night shift