Junior Support Technician at OneCloud Corporation

Description

OneCloud seeks tech-savvy individuals for front-line support, aiding clients with a range of information technology-related issues encompassing desktops, mobile devices, network services, and telephony equipment. This position is an in-office workspace, located in Charlotte, NC. Successful technicians prioritize first-class customer service, engaging customers through various communication channels, attentively addressing concerns, fostering customer relations, and proficiently troubleshooting diverse issues. Additionally, this role entails testing new in-house technologies and fostering enthusiasm for innovative solutions and products.

Duties/Responsibilities:

• Handle, oversee, and support technical issues and inquiries initiated via online platforms and phone calls.
• Research, respond to, and accurately resolve cases of moderate complexity efficiently while following team standards.
• Assess, prioritize, and monitor support tickets, escalating incidents to the relevant support teams if issues cannot be resolved independently.
• Continuously track the entire lifecycle of assigned tickets to guarantee resolution.
• Handle inquiries across Voice, Webchat, and Ticketing systems encompassing various areas including:
• Password resets
• Basic Windows support
• Phone system programming
• Network troubleshooting
• Mobile App assistance
• Software installation and removal 
• Diagnosing Hardware and Software Issues
• Remote troubleshooting and assistance
• Referrals to sales for solution upsells if identified
• Perform general administrative tasks, including managing clients in service/CRM software, maintaining logs and time records for support tickets, and documenting hardware, networks, and equipment.
• Work with proper teams to communicate ongoing problems and issue resolutions.
• Perform other duties as assigned.

Requirements

Qualifications:

• Strong analytical and problem-solving skills.
• Capacity to swiftly and effectively acquire new skills.
• Desire to learn and retain new information.
• Ability to communicate effectively (both verbally and in writing).
• Excellent organizational and interpersonal skills.
• Highly motivated self-starter capable of leading initiatives and collaborating effectively within a team.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Must be willing to commute and work in the Charlotte Area.
• Must have a valid driver's license and a clean driving record.
• Fluent in English.

Education/Certifications and Experience:

• Degree or certification in General IT/Computer field, or equivalent experience.
• Entry-level Networking experience.
• Familiarity of UCaaS and CCaaS.
• Zoho (or CRM/ERP) working knowledge preferred.
• Previous Customer Service experience required.
• This position REQUIRES a passing score on the SSCA® Networking Certification test (course and associated tests will be supplied by OneCloud and can be reviewed at the following web link https://www.thesipschool.com/courses/view).

Physical Requirements:

• Prolonged periods of sitting or standing at a desk and working on computers.
• Must be able to lift 15 pounds at times.
• May be required to work on-call or long hours in case of network malfunction.
• This is not a remote position.