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Client Technical Support Advisor

2 months ago

Spokane, Washington, United States Cerium Networks Full time

Cerium Networks is a leading innovator in the realm of unified communications, contact center solutions, network infrastructure, data center services, and security technologies. Our core values—Drive, Development, Collaboration, Flexibility, and Relentlessness—propel us to be a premier workplace, ensuring exceptional experiences for our clients while fostering sustainable growth.

As a Technical Support Specialist, you will play a crucial role in assisting our clients and enhancing your technical expertise.

  • Demonstrate exceptional verbal and written communication skills while providing technical assistance to clients and collaborating with internal support teams.
  • Respond to client inquiries via phone, email, and chat, ensuring a friendly, professional, and caring approach.
  • Assess incoming requests, gather detailed information, and create comprehensive support cases within our ticketing system.
  • Establish clear expectations with clients and ensure timely follow-ups as needed.
  • Monitor system alerts and alarms to identify behavioral trends, prioritizing issues based on their critical nature.
  • Collaborate with the team to meet Service Level Agreements (SLA).
  • Troubleshoot and resolve basic technical issues, including password resets and user configuration.
  • Propose process improvements to enhance first-contact resolution rates.
  • Coordinate with internal teams and third-party vendors to resolve client cases effectively.
  • Maintain accurate IT system maintenance records to ensure up-to-date information.
Ideal Candidate Profile:
  • Associate's degree in Information Technology or Computer Science, completion of a Technical Training Program, or two years of relevant experience. A Bachelor's degree is advantageous.
  • Minimum of one year of experience in a Tier I technical support role.
  • At least two years of customer service experience is required.
  • Familiarity with both Premise and Cloud-based solutions is preferred, including telecom, unified communications, network, security, and data center technologies.
  • Possession of one or more certifications such as CompTIA A+, Network+, or Security+ is required.
  • Experience with IT ticketing systems is essential.
  • Cisco Certified Network Associate or Microsoft Certified Associate certifications are highly desirable, or the willingness to obtain one within the first year of employment.
  • A strong desire to advance knowledge and career is crucial.
  • Excellent problem-solving and analytical skills are necessary.
  • Ability to manage multiple tasks in a fast-paced environment is essential.
  • Outstanding written and verbal communication skills are required.
  • Willingness to travel to client sites for on-site support as needed.
Compensation:
  • $22.00 - $27.00 per hour, with actual compensation varying based on location, experience, and performance.
Benefits:
  • Medical Insurance with PPO and HDHP plan options.
  • Dental and Vision Insurance.
  • 401(k) with matching contributions.
  • 15 days of PTO and 9 paid holidays.
  • Wellness program.
  • Employee Assistance Program.