Technical Support Technician

-          The purpose of the position is to provide front line technical and systems administrative technical support to customers of Clearspan’s Unified Communications Platform and ancillary services.

 

-          Responsible for providing technical support for the installation, maintenance and support of managed Unified Communications services including the related systems and applications

-          Promptly and professionally responds to customer service inquiries via web portal, telephone, email or chat sessions

-          Resolves technical issues through troubleshooting, parameter changes, and customer education concerning installation, operation, maintenance, product application, or compatibility matters

-          Accurately documents customer issues, steps necessary to troubleshoot, isolate, resolve, recover, and customer communications within Clearspan systems.  

-          Exercises judgement within defined procedures and practices to determine appropriate action to provide the best possible customer experience.

-          Maintains a strong team first approach to aids other technicians and customers with support for system operations, maintenance, database changes, troubleshooting, remote installations and minor upgrades

-          When appropriate, escalates technical issues to Tier III Engineering or to the appropriate department to resolve the customer concern in a timely manner.

-           Obtains and maintains thorough knowledge of systems technologies and troubleshooting steps for Clearspan products and services.

 

Required:  Positive attitude and desire to learn
Preferred:

-          Associates Degree in Information Systems or related field OR 3 years related experience supporting UCaaS, VoIP services, and/or Video Conferencing platforms

-          Unified Communications, Voice over IP, and IP networking background preferably in a technical support environment

-          Working knowledge and experience with Linux operating systems is a plus but not required

 

-          Arrive at *work promptly at assigned start times to maintain a healthy team experience that minimizes extra burden on teammates and prevents unnecessary expense.

-          Dress professionally for work in business casual attire (no shorts, T-shirts, or sandals)

-           

-          Provides front line technical support to managed Unified Communications Services customers and partners by providing clear communications to customers and teammates

-          Assist with the support, provisioning, and maintenance of our Cloud Communications service provider platform

-          Provides installation, maintenance, Move/Add/Change/Disconnect, troubleshooting and remote support services to managed service customers and partners

-          Receive, document, troubleshoot and process service request calls from customers and field technicians

-          Assist technicians and customers with support for system operations, maintenance, database changes, troubleshooting, remote installations and upgrades

-          Use various CRM, Database, and network monitoring tools to perform regular tasks

-          Work with customers via email, web portal and phone to resolve network issues

-          Determine the appropriate priority actions to take and have the self-motivation to deal with the service issue

-          Work with other team members to help in resolving complex service issues

-          Simulate or re-create user problems to resolve operating difficulties and recommend system modifications to reduce user problems

-          Monitor network performance to identify potential degradation of services.

-          Take corrective action as required or contact the appropriate parties to resolve issues

-          Perform system updates and provisioning for customers

-          When assigned, work various shifts in our 24 x 7 service center either on a scheduled or ad hoc basis

-          Attend and actively participate in internal and customer meetings

-          Perform other duties as assigned by management 

-          Excellent Customer Service skills, even under pressure, with focus on customer satisfaction and quality of service

-          Excellent written and verbal communication skills

-          Ability to facilitate and coordinate productive meetings between customers and internal team members to advance the resolution of customer issues.

-          Analytical skills to support installation, maintenance, troubleshooting and remote support services

-          Ability to work and excel in a team environment

*Work or work location is at the company office in Plano, TX.  When a technician has extenuating circumstances, their supervisor can approve working remotely provided that such work is not detrimental to the overall performance of the person or support team as a whole.  Note that being on site and working in a team environment is considered the most effective way to learn and maintain the necessary skills to be effective in this position.  When given permission to work remotely, it is incumbent upon the remote employee to demonstrate effectiveness, availability, and teamwork.  When these attributes are not maintained, the luxury of working remotely will be permanently revoked.

Clearspan is an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of Clearspan not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws.