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Technical Support I
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Job Location
Job Summary
Broadvoice is seeking a motivated Level I Technical Support specialist to join their team. As the first point of contact for customers, this role involves diagnosing and troubleshooting technical issues with GoContact's software and hardware. The ideal candidate will have excellent communication skills, strong analytical abilities, and the ability to work collaboratively in a team environment. With a focus on customer satisfaction and product efficiency, this role offers opportunities for growth and development within the company. Broadvoice values diversity, inclusion, and work-life harmony, making it an attractive option for those looking for a fulfilling career. The company's remote-first approach allows employees to thrive in all areas of their life. By joining Broadvoice, you'll have the chance to make an impact on building a more reliable infrastructure for the future.
LOCATION: Remote
DEPARTMENT: Technical Support
REPORTS TO: Manager, Technical Support
POSITION SUMMARY:
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.
YOUR DAY-TO-DAY:
- 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 and efficient solutions to customer problems, escalating more complex issues to Level 2 support when necessary.
- Maintain detailed records of customer interactions, problems, and solutions in the company’s ticketing system.
- Created and updated support documentation and knowledge base articles to assist customers and team members.
- Work closely with other support team members, sharing knowledge and expertise to resolve customer issues effectively.
- Assisted in onboarding new customers and provided 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.
WHAT YOU BRING TO THE TEAM:
- 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.
WHY BROADVOICE?
At Broadvoice, we believe in more than just work. We’re committed to creating an environment where you can grow, learn, and make an impact while enjoying a balanced and fulfilling life. At Broadvoice, you’re not just joining a company, you’re joining a place where our success is your success, and your potential has no limits.
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.
READY TO JOIN US?
Are you ready to join a passionate and talented team to build the future of Broadvoice?
If you’re a strategic thinker, a collaborative leader, and have a talent for driving impactful results, we’d love to meet you! Apply now to become part of a forward-thinking company that’s growing and empowering its people across all roles and departments.
