Technical Support Specialist

Description:

Cerium Networks connects businesses to their potential. We are a recognized innovator and leading provider of a full suite of unified communications, contact center, network infrastructure, data center, and security solutions. Through our core values of Drive, Development, Collaboration, Flexibility, and Relentlessness we are a top place to work, provide superior experience for our clients, and pursue sustainable growth. Cerium Networks is searching for brilliant people like you!

In this role you will have the opportunity to support our clients and continue to grow your technical skillsets.

Exhibit superior verbal and written customer service skills to clients who require technical support and to internal support teams.
Answer phone calls, email, and chat from clients; responding to their questions and requests in a friendly, caring, and highly professional manner.
Evaluate incoming requests and gather details of problems to create concise yet thorough support cases in support ticketing system.
Clearly establish and communicate expectations to clients and follow up as necessary.
Monitor system alarms and alerts to determine behavioral patterns. Review and prioritize issues based on criticality.
Work with team to ensure that Service Level Agreements (SLA) are met.
Troubleshoot and resolve basic technical issues such as password resets, configuring new users, modifying user settings, troubleshooting single user issues.
Recommend changes to processes that would enable more issues to be resolved by first contact.
Coordinate and work with internal resources and 3rd party vendors to resolve cases.
Manage IT system maintenance data to ensure information is current and accurate.

The ideal candidate will be capable of addressing all the previously mentioned tasks, speak to them professionally, and collaborate with the Cerium Team to deliver excellent service to our clients.

Requirements:
Associate’s degree in information technology or computer science, successful completion of a Technical Training Program or two years of related work experience required. Bachelor’s degree a plus.
At least one year working on a technical support team at a Tier I level.
Minimum two years of customer service experience required.
Working knowledge of Premise and Cloud based solutions preferred. Including telecom, unified communications, network, security, and data center technologies.
At least one of the following certifications: CompTIA A+, Network+, Security+.
Experience working with an IT ticketing system.
Cisco Certified Network Associate or Microsoft Certified Associate certifications are strongly desired or the willingness and ability to obtain one of these certifications within first year of employment.
Demonstrated appetite to advance your knowledge and career.
Strong problem-solving skills and analytical ability.
Ability to manage multiple tasks simultaneously in a fast-paced environment.
Excellent communication skills, both written and verbal.
Ability to travel to local client sites to provide “smart hands” support as necessary.

Compensation:

$22.00 -$27.00 per hour
Actual compensation may vary based on factors such as 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.%991589% %%techsoftware%%