TECHNICAL SUPPORT ANALYST
Medtel Communications is seeking a telecommunication professional to join our team as a Technical Support Analyst. You will guide new customers through the onboarding and deployment of our M-Cloud and IVRx products. The ideal candidate must be organized, have good time management skills, and be willing to participate in a team-based environment. IT/networking, and PBX call flow skills are a plus.
We will provide you with the necessary tools and training to succeed as a member of the Onboarding Team. Our engineers, developers, and support personnel are highly skilled in implementing and supporting telecommunications and cloud solutions. More importantly, we are dedicated to delivering quality products and services.
Essential Duties and Responsibilities:
- Lead discussions with clients through various communication channels
- Document all client calls, emails, chats, and communications accurately and within SLA in Salesforce
- Train clients to use Medtel Communications proprietary products, user portals, VoIP phones, and devices
- Test and deploy Medtel systems following standard operating procedures
- Troubleshoot and provide technical support before, during, and after implementation
- Ensure you are meeting and/or exceeding service level targets for responsiveness and turnaround times
- Work onboarding tasks through to resolution
- Demonstrate a sense of urgency in client communication
- Understand and help diagnose issues related to user configuration, network and security settings, server administration, hardware/software failures, and VoIP issues
- Maintain a mindset of continuous improvement, in terms of efficiency of processes & customer satisfaction, and optimization
The ideal candidate will possess the following:
- Team player with a positive attitude
- Minimum 1-2 yrs of customer support experience in IT, hosted cloud solutions, or Telecom environment
- Ability to listen, analyze, troubleshoot, and resolve common customer inquiries
- Excellent verbal and written communication skills with great attention to detail
- Ability to quickly learn, understand and explain technical information
- Desire and ability to take ownership of client issues through resolution
- Excellent time management and organization skills
- Ability to adapt to change, prioritize multiple projects, and meet project deadlines
- Demonstrated ability to document work in progress; make recommendations to manage change and setbacks
- Experience with web-based applications, CRM systems (Salesforce), or trouble ticketing solutions
- Knowledge of VoIP-related technology is a plus
