UC Support Specialist, Tier 1

UC Support Specialist, T1 position with New Era Technology offers you the following:

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 7 company holidays + generous PTO

*** At this time, we are unable to offer visa sponsorship for this position. Candidates must be authorized to work in the United States without the need for sponsorship now or in the future.

The UC Support Specialist, T1 is responsible for the delivery of high-quality IT technical professional services to our clientele, with focus on various hosted environments, as well as Avaya IP Office.  These services may include consulting, on-site (if employee resides within 2 hours of a client location) or remote troubleshooting, and support for client subscribers. Dedication to quality and customer satisfaction are critical success factors for this position.  

PRIMARY DUTIES include but are not limited to:   

• Customer Satisfaction through the delivery of world class Support Services. 

• Optimizing productivity while assigned to customer tickets or projects. 

• Ability to prioritize work through ticket and project status. 

• Problem-solving and resolution of issues and escalating where appropriate. 

• Ticket Quality Control and Ticket Management. 

• Customer Service including phone, video, and email communication. 

• Occasional on-site to nearby customers (less than 15%). 

• Occasional on-call responsibility/rotation. 

• Participation in process improvement initiatives. 

• Documentation skills for customer environments. 

COMPETENCIES:  

• Outstanding capabilities to troubleshoot various voice offerings in a hosted environment. 

• Strong knowledge of 8x8, Cisco Webex,  Network protocols, and Remote Management tools. 

• Ability to communicate effectively and professionally with all customer contacts. 

• Ability to provide clear written communication for ticket/project updates. 

• Clear written communication to maintain organization and control over all information related to customer tickets and assignments. 

• Familiarity with Various SBCs including Edgewater and Avaya 

• Excellent verbal skills for customer interaction. 

• Excellent documentation skills. 

• Dedicated to always providing exceptional customer service. 

• Proficiency in all aspects of the core technical requirements. 

• Strong team collaboration skills. 

REQUIRED EXPERIENCE REQUIRED:  

• 3-5 years’ experience as a UC Support Specialist, with strong VOIP and Networking skills 

• Participate in planning and execution of new and existing equipment hardware and firmware upgrades, including patching. 

• Advanced technical knowledge of current network hardware, protocols, and internet standards.  

• Strong background with ticketing systems and tracking work. 

• 2+ years in a customer facing role, MSP preferred.    

• 2+ years working with SaaS products.    

PREFERRED CERTIFICATIONS/Skills: 

• Experience with MSP tools like ITGlue and Connect Wise Manage are a bonus. 

EXPECTED HOURS OF WORK: Full-time position working 40 hours per week, plus being a part of the On-Call rotation.  On-Call rotation is approximately 1 week out of every 6 – 7 weeks. Overtime hours may be required.  

TRAVEL: Travel is required, but only occasionally, and is less than 15%.