Job title: Tier II Technical Support Representative (Voice) – Remote
Company: Allbridge
Job description: Company OverviewAllbridge delivers property technology (PropTech) solutions that drive value for property owners in the multifamily and hospitality space to elevate the connected experience for residents and guests. We currently serve more than 1 million rooms across North America and the Caribbean partnering with owners, developers, general contractors, and operators who benefit from Allbridge’s combined engineering and support expertise with a vision of an innovative end-user digital experience.We are rapidly growing and seeking top talent to join our team. If you want to work in a thriving industry that combines best-of-breed solutions with technology planning, engineering, installation, and support, Allbridge may be the company for you. Made up of talented, dedicated, and energetic professionals, Allbridge offers significant career growth opportunities, and competitive compensation and benefits which are designed to inspire, reinforce, and reward a culture of empowerment, teamwork, and a healthy work-life balance.Join us in transforming property technology into one seamless, connected experience!Job SummaryProvide remote service and support to Broadsoft Hosted voice services, and Allbridge Hosted BluIP voice customers. This includes troubleshooting PBX systems on cloud hosted solutions and their related applications such as ACD, Voice Mail, MIS reporting, call accounting, application servers and all other peripherally attached equipment to the customers voice communications environment.Essential Job Functions
- Manage list of service cases in progress from the Allbridge Hosted service queue
- Communicate the status of the resolution of cases on to customers as needed
- Provide a high level of customer satisfaction and strive for fast case resolution within 3 days of case creation
- Maintain a clear concise record of work completed in Salesforce CRM
- Communicate with Allbridge peers and management as needed to escalate unresolved issues
- Maintain excellent communications skills with our customers
- Maintain knowledge of new products and services as to provide a high level of service and satisfaction to our customers
Required Qualifications
- Required to have a minimum of a high school diploma, and preference to have a minimum of an Associate’s degree or work experience equivalent, from an accredited university in network systems administration, information systems and programming, computer science, or another related field.
- 3+ years of technical support voice experience working in an enterprise level, virtual technical support call center. Knowledge of the hospitality, multifamily, and call center industry is a plus.
- Knowledge of Fortigate router configurations as well as Cradlepoint devices and Ruckus access points
- In depth Knowledge of Broadsoft Hosted products as well as SIP telephony hardware such as Polycom, SNOM, Vtech, AEI, Bittel, Panasonic, Yealink, Telematrx, Cisco gateways, Domotz , Audio Codes Gateways, Adtran routers, Jazz RT1000 and RT500 devices .
Knowledge/Skills/Abilities
- In depth knowledge Broadsoft and BluIP Hosted voice products, VOIP telephony, Metropolis Call Accountig, Jazzware applications.
- Program SIP Trunks and VOIP Telephones on SIP Gateway Adtrans and MSBR’s ,configure Analog Gateways on Audio codes such as MP 124 as well as provision Ruckus Access points and Domotz devices
- In depth knowledge on Lan/Wan networking including routing and switching and wireless networking.
- Knowledge on using PC applications such as Microsoft Outlook, Excel, Word, Visio, Wireshark, Microsoft Teams, Remote applications such as Anydesk and LogMein, and lastly Salesforce.com.
- Ability and desire to work, when and as needed, to ensure the availability of services for our clients
- Adapt quickly and openly to a changing environment
- Handle multiple priorities and plan work accordingly
- Achieve a high standard of excellence with work processes and outcomes
- Prioritize high customer satisfaction and responsiveness to customer needs
- Communicate clearly, accurately and in a timely manner
- Take ownership of work, doing what is needed without being asked and following through
- Be receptive to feedback and embrace continuous improvement
Compensation & Benefits:In addition to earnings and other incentives Allbridge offers a comprehensive package of benefits, based on eligibility, typically for regular, full-time positions, some of which includes:
- Medical and Prescription options, Dental, Orthodontics and Vision Plans
- Rich HSA company-funded options and Flexible Spending accounts
- 100% Company paid premiums for Short Term Disability
- Life and Accidental Death and Dismemberment insurance Plan options
- Supplemental Insurance Plan options
- 401(k) Profit-Sharing Retirement plan
- Flexible Paid Time Off after 60 days of employment
- Paid Holidays, per Employee Handbook
Equal Opportunity Employer StatementAllbridge is an Equal Opportunity Employer. Allbridge does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business needPI92d6507d809c-8722-36002745
Expected salary:
Location: USA
Job date: Sun, 10 Nov 2024 08:06:16 GMT
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