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    Junior Support Technician - Charlotte, United States - OneCloud - TelWare

    OneCloud - TelWare
    OneCloud - TelWare Charlotte, United States

    2 weeks ago

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    Description

    Job Description

    Job DescriptionDescription:

    Job Summary:

    OneCloud - TelWare seeks tech-savvy individuals for front-line support, aiding clients with a range of information technology-related issues encompassing desktops, mobile devices, network services, and telephony equipment. Successful technicians prioritize first-class customer service, engaging customers through various communication channels, attentively addressing concerns, fostering customer relations, and proficiently troubleshooting diverse issues. Additionally, this role entails testing new in-house technologies and fostering enthusiasm for innovative solutions and products.

    Duties/Responsibilities:

    • Handle, oversee, and support technical issues and inquiries initiated via online platforms and phone calls.
    • Research, respond to, and accurately resolve cases of moderate complexity efficiently while following team standards.
    • Assess, prioritize, and monitor support tickets, escalating incidents to the relevant support teams if issues cannot be resolved independently
    • Continuously track the entire lifecycle of assigned tickets to guarantee resolution
    • Handle inquiries across Voice, Webchat, and Ticketing systems encompassing various areas including:
      • Password resets
      • Basic Windows support
      • Phone system programming
      • Network troubleshooting
      • Mobile App assistance
      • Software installation and removal
      • Diagnosing Hardware and Software issues
      • Remote troubleshooting and assistance
      • Referrals to sales for solution upsells if identified
    • Perform general administrative tasks, including managing clients in service/CRM software, maintaining logs and time records for support tickets, and documenting hardware, networks, and equipment
    • Work with proper teams to communicate ongoing problems and issue resolutions
    • Perform other duties as assigned
    Requirements:

    Required Skills/Abilities:

    • Strong analytical and problem-solving skills
    • Capacity to swiftly and effectively acquire new skills
    • Desire to learn and retain new information
    • Ability to communicate effectively (both verbally and in writing)
    • Excellent organizational and interpersonal skills
    • Highly motivated self-starter capable of leading initiatives and collaborating effectively within a team
    • Ability to perform comfortably in a fast-paced, deadline-oriented work environment
    • Must be willing to commute and work in the Charlotte Area

    Education and Experience:

    • Degree or certification in General IT/Computer field
    • Entry-level Networking experience
    • Familiarity of UCaaS and CCaaS
    • Zoho (or CRM/ERP) working knowledge
    • BS/BA degree in Business, Accounting, Computer Science, or related is a plus
    • Previous Customer Service experience
    • This position REQUIRES a passing score on the SSCA Networking Certification test (course and associated tests will be supplied by OneCloud - TelWare and can be reviewed at the following web link )

    Physical Requirements:

    • Prolonged periods of sitting or standing at a desk and working on computers
    • Must be able to lift 15 pounds at times
    • May be required to work on-call or long hours in case of network malfunction
    • This is not a remote position
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