Alianza Pleasant Grove , UT 84062
Posted 3 weeks ago
Alianza is seeking a Technical Support Agent to join our Technical support department in Utah. The successful candidate will have the ability to provide professional technical support, outstanding verbal and written communication skills, and the ability to contextualize and prioritize issues. They will also understand the importance of problem ownership and working in a team environment.
Qualifications:
Strong technical troubleshooting skills
Strong communication skills including the ability to manage frustrated customers
Ability to professionally, clearly and quickly articulate problems and solutions (written and verbal)
Strong business sense and understanding of situational context
Strong process skills (develop, document, train and enforce)
Ability to work independently and in a fast-paced, high pressure environment with changing requirements
Proven technical ability and aptitude to quickly learn the Alianza platform
3+ years of technical support experience
Basic networking skills and grasp of the OSI Model.
Wireshark skills preferred
Knowledge of VoIP protocols (SIP, RTP, TLS, sRTP)
Key Duties and Responsibilities:
Provide Technical Support directly to Alianza's customers via phone and email
Be the escalation point for our customers support team, trouble shooting the issues they are unable to solve.
Learn and understand the Alianza platform at an expert level
Provide technical support and training for our partners
Take ownership of technical issues and drive them to a timely and satisfactory resolution
Ensure proper customer communication, approaching all issues from their perspective
Participate in weekly on call rotation
Prioritize issues as needed to ensure they receive proper priority and are within SLAs
Proactively communicate status of at-risk or unhappy customers to management
Go the extra mile to ensure customers are happy and satisfied with the quality of support received
This is an onsite position
Alianza