Job description

We are looking for a talented Technical Support person to provide top-notch support through many different channels of communication. You’re a great match if you possess fantastic troubleshooting and customer service skills, are driven to help customers and can dive deep into a new product to learn it inside and out. We’re serious about being driven to help customers.

This is not a telecommuting position, you must be able to consistently work from our Waterbury CT, office. What you will do:

• On-board new customers by having a conversation to determine how to best utilize Jivetels’ features and functionality to best serve their business. Then, taking that info and using it to build the system based on their requirements.

• Process new feature requests and feature change requests for customers

• Diagnose, troubleshoot and attempt to resolve service issues related to the services provided by Jivetel

• Troubleshoot network & system issues

• Own the customer experience and work to exceed their expectations. We want to treat our customers as if you would treat a guest in your own home

• Answer incoming customer support calls and create detailed tickets to track issues, and assist in resolving the issues

• Educate and empower our customers to become better users with our products

• Collaborate and propose improvements on issues and problems if something can be improved on

• Work with sales teams to collaborate on best methods of setup and implementation for new and existing customers what we are looking for:

• First and foremost, empathize with our customers in a genuine way that lets them know you care about their issue

• Someone with strong troubleshooting and critical thinking skills and can take a step back to ask the right questions

• Someone who understands the value in attention to detail and documentation

• Strong oral and written communication skills for technical and non-technical audiences - You can explain complex issues in beautifully simple terms

• Someone who can prioritize tasks and work well under pressure

• Someone who will be able to consistently attend work each day, during scheduled hours, unless on travel or approved time off

• Someone who is somewhat familiar with home and Small Business Routers/Firewalls and basic networking concepts and terminology

What we offer:

• Competitive base pay

• Health Insurance

• Flex PTO

• A chance to be a part of a rapidly growing global startup

Job Type: Full-time

Pay: $16.00 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Waterbury, CT 06708: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help Desk: 1 year (Preferred)

Work Location: In person

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