AddressJob Overview
This position will focus on the timely resolve of complex technical issues for Crexendo
customers. You will participate in configuration, implementation and support of Crexendo
hosted telecom and bandwidth solutions.
This position crosses departmental functionalities and interfaces on a daily basis with the sales,
operations, and engineering teams to support present and future efforts in the areas of new
customer acquisition and customer support as detailed below.
This position supports the support and operations team members with training and
documentation of telephony and network offerings.
Primary Duties and Responsibilities
Advanced troubleshooting/resolution of Voice over IP customer calls and tickets
including:
- Call-Routing Issues
- Customer Network Issues (LAN/WAN)
- VoIP Device Issues
- Manage advanced-level customer support issues via a trouble ticketing system; ensuring
fault isolation, escalation, and resolution are documented within the trouble ticket.
Must also provide consistent customer follow-up and timely updates to problem
resolution status
- Escalate reported in-bound/out-bound call quality issues with selected carriers.
- Obtaining and evaluating all relevant information to handle inquiries and complaints
and responding promptly to customer inquiries and tracking issues until customer
confirms resolution
- Directing requests and unresolved issues to the designated resource(s)
- Communicating and coordinating with other internal departments
- Proactively creating materials to assist in customer education, submitting
recommendations and improvements for customer-facing documentation including
website content, FAQ’s, How To’s, and the internal Wiki.
- Train new users on system access and features
- Develop alternative methods and suggest changes to improve customers’ device/system
configurations
Requisite Knowledge and Skills
Must possess subject matter expert level capabilities in the areas of IP networks,
telecommunications configuration, and customer service.
- Experience with network access security tools and remote support tools and techniques.
- Candidates are preferred with strong telephony backgrounds and thorough
understanding of ACD, PBX (including IP-based), IVR, and various telephony protocols,
etc.
- Strong knowledge of networking concepts and protocols including but not limited to SIP,
TCP, UDP, QoS, BWM, TLS, SMTP, SNMP, FTP, HTTP
- Excellent written, verbal, and interpersonal communication skills including ability to
interact with all levels of management, staff, and the public.
- Must be able to maintain effective working relationships with various levels of
employees in different departments throughout the company, including but not limited
to, co-workers, subordinates, management staff and executive management staff.
- Experience supporting VoIP including Quality of Service (QOS), redundancy,
architecture, engineering, implementation, troubleshooting, and call routing is required
- Must have a valid driver’s license with a good driving record.
Work Experience Requirements
Customer Support: 3 years minimum- Microsoft OS Experience – 2 years (Preferred)
- iOS and Android Troubleshooting – 6 months minimum
- Basic Network Troubleshooting – 3 years minimum
- Advanced Network Troubleshooting (vlan, subnetting, QoS, firewall management) – 3 years
minimum
- SIP and VOIP Experience – 2 years (Preferred)
- Netsapiens Cloud Phone system experience a plus.
- Crexendo Cloud Phone system experience a plus.
Education &Certification Requirements
A high level of knowledge, skill and ability in trouble shooting s professional experience may
substitute for certifications.
