Diagnoses and troubleshoots all issues and assists customers to maintain a stable platform.

Provides Enterprise level technical support to all Enterprise customers.

Troubleshoots and reproduces customer technical issues to resolution and/or escalates.

Apply expert knowledge of services and technology.

Responsible for training customer administration of platform

Answers complex technical questions and offers workarounds for customer networks.

Provides quick and accurate handling of support interactions - phone, screen sharing and email.

Following up with customers, ensuring customers is up to date and satisfied with resolution.

Respond promptly to escalations while keeping detailed case notes.

Manages customer expectations and experience to deliver high customer satisfaction and increase retention.

Regularly achieves and exceeds service level agreements and quality customer satisfaction targets.

Remain current on software defects and upgrades.

Manage escalated issues and collaborate with other internal departments to expedite resolution.

Help develop and maintain customer facing and internal help articles.

Must be bilingual English /Spanish

Desired Qualifications:

At Least High School Graduate

2+ years' experience in client-driven/customer experience role/call center.

Strong technical troubleshooting skills, perseverance, and patience

Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc.

Experience supporting telecommunications, networking, or Software-as-a-Service Products

Experience supporting contact center technologies.

IOPEX TECHNOLOGIES INC

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