Technical Support Specialist

Company Background: Crexendo Inc., is a full-service cloud solutions provider that delivers critical voice and data technology infrastructure services to the start-up, SMB and small enterprise markets. Crexendo is comprised of industry-leading engineering, sales, marketing, and support professionals that combine left-brain logic with right-brain creativity to design, build and deliver world-class cloud services that drive business productivity.

Why Us We offer 401K matching, full medical, dental, and vision benefits, 8 paid holidays, and 7 PTO days per year. Over the next 10 years 90% of U.S. businesses will move their telecommunications systems to the cloud. We are firmly positioned to participate in this revolution, and you can be too. We offer an excellent work environment where you'll have the opportunity to team with knowledgeable and professional industry experts. Take one small step towards a giant leap forward in your career and apply today!

Responsibilities

• Answer customer calls and respond to customer requests while maintaining customer satisfaction and KPIs
• Recommend call flow changes, network changes, and best practices to customers, partners, and IT professionals.
• Offer creative solutions to resolve complex customer requests.
• Adhere to schedules, guidelines, and requirements in accordance with the Company's set policies and procedures.

Qualifications:

• Knowledge of telecommunications and network configuration, installation, and support/maintenance procedures and processes.
• Experience with remote support tools and techniques.
• Experience providing remote step-by-step instructions and explaining complex concepts to non-technical customers as well as experience with remote customer training.
• Must possess excellent customer service work ethic, superior presentation and critical thinking skills, strong leadership qualities and personal initiative.
• Must possess excellent written, verbal, and interpersonal communication skills including ability to interact with all levels of management, staff, and the public.
• Ability to find creative resolutions to reported issues using heightened listening skills and inventive analysis.
• Good organizational aptitude with attention to detail and accuracy.
• Ability to consistently meet and exceed key performance indicators

Work Experience Requirements

• Minimum 2 years previous experience providing Customer Support to customers of various sizes.
• Experience with Microsoft products
• Knowledge of customer service principles and practices
• Working knowledge of any of the below helpful
• Changing modem/router/switch settings
• VoIP/SIP, UDP/TCP, LAN/WAN, VLAN
• Experience with call tracing software (VoIPmon, Wireshark, etc.)
• Advanced troubleshooting with VoIP (carriers, outages, call management, call processes, etc.)
• SIP knowledge is a plus
• Experience in troubleshooting internet/voice circuits
• Experience configuring firewalls in networking equipment
• Understanding of troubleshooting and setting up VLAN's
• Proficient in MS office applications and experience with CRM a plus
• Excellent verbal and written communication skills

* Education & Certification Requirements:*

• Bachelor's Degree or equivalent work experience
• Telephony background preferred
• Basic knowledge of protocols including VOIP, TCP/IP, SNMP, FTP/SFTP, HTTP is helpful

Benefits & Perks

• Competitive Pay
• Spiff based Contests
• Great Work Environment
• Health/Vision/Dental
• Life and Disability
• 401(k) Plans
• Paid Time Off + Holidays
• Flex Accounts
• Collaboration
• Employee Referral Program

Job Type: Full-time

Salary: DOE -Depends on Experience