[Hiring] Technical Support Specialist @Broadvoice

Role Description

We are seeking a motivated and detail-oriented individual to join our Technical Support team as a Level I Technical Support. In this role, you will be the first point of contact for our customers, providing essential technical assistance and support for GoContact's products and services. You will diagnose and troubleshoot software and hardware issues, offering solutions to ensure customer satisfaction and product efficiency.

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Identify, diagnose, and troubleshoot technical issues related to GoContact’s software and hardware.
• Provide accurate, efficient solutions to customer problems and escalate more complex issues to Level 2 support as needed.
• Maintain detailed records of customer interactions, problems, and solutions in the company’s ticketing system.
• Create and update support documentation and knowledge base articles to assist customers and team members.
• Work closely with other support team members to share knowledge and expertise and resolve customer issues effectively.
• Assist in onboarding new customers and provide training on using GoContact’s products.
• Relay customer feedback to the product development team to contribute to the continuous improvement of GoContact’s services.
• Adhere to company policies and procedures, ensuring all customer interactions comply with company standards and regulations.
• Help drive automation initiatives to create/improve internal tools/solutions.

Qualifications

• High school diploma or equivalent; technical degree or certification is a plus.
• Previous experience in a customer service or technical support role is preferred.
• Basic understanding of computer systems, networks, and software applications.
• Excellent verbal and written communication skills in English and Spanish.
• Strong analytical and problem-solving abilities.
• Demonstrated ability to provide exceptional customer service and maintain a positive attitude.
• Ability to work collaboratively in a team environment.
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
• Strong attention to detail and organizational skills.

Benefits

• 🚀 Grow Your Career: Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship.
• 🏡 Enjoy Flexibility: We know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life.
• 🤝 Community & Culture: Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference.
• 🌟 Make an Impact: With us, your ideas are heard, and your work is meaningful. As a member of our team, you’ll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice’s future.