Telepresence Support Specialist

4 weeks ago

Austin, Texas, United States Insight Global Full time
Job Summary

We are seeking a highly skilled Telepresence Support Specialist to join our team of experts in the Austin, TX area. As a key member of our support team, you will be responsible for providing top-notch support to our clients in a NOC environment. Your primary focus will be on configuring, maintaining, and restoring Cisco Unified Communications devices, servers, and services.

Key Responsibilities
  • Provide exceptional customer service via phone and email, troubleshooting and resolving issues related to telepresence devices, voice and video conferencing, and Unified Communications systems.
  • Support the configuration and maintenance of Cisco Unified Communications devices, servers, and services, including Cisco Telepresence codecs, UC servers, and Webex applications.
  • Collaborate with the team to resolve complex technical issues, leveraging your expertise in Cisco Unified Communications and network operations.
  • Document and track issues using Service Now, ensuring accurate and timely resolution of customer complaints.
  • Work effectively in a team environment, providing constructive feedback and participating in team discussions to ensure seamless service delivery.
Requirements
  • 1+ years of experience in a customer service role, preferably in a call center or technical support environment.
  • Minimum of 1-2 years of experience in a technical support role, with a strong understanding of Cisco Unified Communications and network operations.
  • Excellent troubleshooting and problem-solving skills, with the ability to work methodically to resolve complex technical issues.
  • Experience with Cisco IP phones, Cisco Video codecs, or Cisco Unified Communications servers is highly desirable.
  • Excellent written and verbal communication skills, with the ability to effectively communicate with customers and team members.
Preferred Qualifications
  • Experience working with a ticketing system, such as Service Now, CMSP, or Remedy.
  • Certifications in Cisco Unified Communications, such as CCST Networking, Routing and Switching CCNA, or CCNP level certifications.
  • Experience with Quality of Service (QoS) principles and techniques.
  • Experience in a network operations center (NOC) or similar environment, with a strong understanding of network operations and technical support.
What We Offer

We offer a competitive pay rate between $16-18/hour, depending on location and experience. Our benefit package includes medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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