Manpower Group Tier I Product Support Representative in Reno, Nevada

Tier I Product Support Representative

The purpose of the position is to be a Customer Support Engineer for various Mitel hosted voice services customers. The Product Support Representative will be responsible for providing over-the-phone technical support for the installation, maintenance, and support of managed VoIP service systems and applications.

Responsibilities:

  • Provides Tier II level technical support to managed VoIP service customers and partners

  • Assist with the support, provisioning, and maintenance of our Cloud Telecommunication service provider platform

  • Provides installation, maintenance, MAC troubleshooting and remote support services to managed VoIP service customers and partners

  • Receive, document, troubleshoot and process service request calls from customers and field technicians

  • Assist technicians and customers with support for system operations, maintenance, database changes, troubleshooting, remote installations, and upgrades

  • Use various CRM and Database tools to perform regular tasks

  • Provide second or third tier support within our customer support department

  • Work with customers via email, web portal and phone to resolve network issues

  • Determine the appropriate priority actions to take and have the self-motivation to deal with the service issue

  • Work with other team members to help in resolving complex service issues

  • Simulate or recreate user problems to resolve operating difficulties and recommend systems modifications to reduce user problems

  • Monitor VOIP and CLEC Networks

  • Take corrective action as required or contact the appropriate parties to resolve issues

  • Perform system updates and provisioning for the customers

  • Occasionally travel to customer and vendor sites

  • May be required to work various shifts in our 24x7 service center either on a scheduled or ad hoc basis

  • Take part in a 24x7 on-call rotation to ensure the complete satisfaction of our customer base on a scheduled or ad hoc basis

  • Attend and participate in internal and customer meetings

  • Perform other duties as assigned by management

  • May include supporting 3rd party products and occasional on-site support

Requirements:

  • Two (2) or more years related job experience

  • Telecommunications and IP networking background preferably in a technical support environment

  • VoIP systems experience, with knowledge of some of the following protocols; SIP, RTP, TLS, SMTP, SNMP, Security and encryption techniques

  • Working knowledge and experience with Linux operating systems

  • Excellent customer service skills and focus on customer satisfaction and quality service

  • Excellent written and verbal communication skills

  • Excellent presentation and facilitation skills

  • Analytical skills to support installation, maintenance, MAC, troubleshooting and remote support services

  • Excellent organizational skills as well as excellent interpersonal skills

  • Be a self-starter, with initiative, energy, commitment and eagerness to learn

  • Ability to work with internal and external customers, draft user documentation and training

  • Ability to work independently and effectively as part of a team

  • Excellent interpersonal skills

Education:

  • Associates Degree in Electronics with telephony training or related field from an accredited college or technical school OR at least three (3) years telephony-related experience

Mitel is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.