Cloud5 Communications · 2 months ago
Tier 2 Technical Support Specialist - HSIA
United States
Full-time
Remote
Mid Level
$29/hr - $32/hr
3+ years expCloud5 Communications is the leading communications technology and services provider to customer-centric brands across the Americas. They are seeking a Tier 2 Technical Support Specialist who will respond to service tickets and requests for network support, troubleshoot various technical issues, and ensure service level agreements are met. The role involves collaborating with various stakeholders and providing training and support to Tier 1 agents.
Call CenterHospitalityService IndustryTelecommunications
Responsibilities
Liaise with staff, property management groups, ISP’s, and other vendors to ensure that change orders are well communicated, well thought out, and efficiently executed through to completion with minimal service disruptions for all parties
Perform high level and in-depth network monitoring, as well as troubleshooting and diagnosing network, hardware, and ISP issues
Adhere to general and property specific service level agreements (SLAs)
Address and handle Tier 1 and outsourced/overflow support ticket escalations
Analyze and identify larger global/system wide issues and present or escalate these to Tier 3 agents for additional input and resolution
Use advanced knowledge of networks, policies and procedures, and best practices to educate and present solutions for clients
Deliver ongoing training and development of Tier 1 agents
Dig below the surface and identify trends in support tickets, diagnose underlying cause, and take appropriate actions
Work closely with other departments (installations, provisioning, sales, software, accounting, etc.) to make sure that client requests/issues are channeled and addressed efficiently
Offer 'frontline' insight to Tier 3 agents and support managers to ensure best practices and SOP’s are developed or modified to achieve maximum efficiency and employee satisfaction
With a strong attention to detail, write up detailed documentation on issues, collect and aggregate data from multiple sources to effectively gather information and analyze potential problems
Qualification
Required
Bachelor's degree or equivalent work experience with networking
3+ years of experience providing technical support and / or customer service
Ability to maintain regular consistent, punctual, and professional attendance
Dedication to performing duties in an efficient, professional, and courteous manner with a high attention to detail and accuracy
Experience with trouble shooting and documenting network related problems
Experience with quality assurance or desktop support
CCENT, CCNA, CCNP, Network+, etc
A strong command of the English language, both verbal and written (fluency in other languages is an asset)
Benefits
401(k)
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance
Company
Cloud5 Communications
Cloud5 Communications is provider of SIP trunking, hosted PBX and call center services for the hospitality industry.
501-1000 employees
H1B Sponsorship
Cloud5 Communications has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
TZP Group
2019-10-22Acquired
2013-10-15Private Equity
Leadership Team
Jerry Gore
Chief Technology Officer
Anai Patel
Chief Financial Officer
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