Description

OUR HISTORY

Verve Cloud Inc. is a Nationwide cloud-based voice, internet and unified communication service provider. We operate a fault-tolerant and multi-carrier network infrastructure that supports small to enterprise business clients. We are a single source provider offering a full suite of UCaaS services to meet our client’s communication and technology needs.

AWARD WINNING CULTURE: Great Place To Work 2020-2022 / Best Places To Work 2019-2022 / Fortune Best Places To Work 2020 and 2022.

GENERAL SUMMARY:

Becoming a Technical Support Representative is the first step to a great career with Verve. Our Technical Support Representatives are analytical, diligent, technically proficient, and are passionate about technology, networking, and serving our clients. Technical Support Reps take pride in their high-quality work and thrive in an environment where they are constantly learning new things. They demonstrate care for our clients by building positive lasting relationships and by providing Legendary Service. Technical Support Representatives make it their goal to find the "why" when a client has a concern and are quick in finding an appropriate solution.

Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintain and grow in our company desired characteristics according to our Mission and Values.
•  Diagnose and resolve technical issues related to network connectivity, VoIP, and colocation services.
• Track requests and projects while documenting progress and outcomes within internal ticketing system.
• Identify and escalate situations of an urgent or critical nature.
• Provide clients with Legendary Service.
•  Assist clients in identifying various components of networking equipment throughout the troubleshooting process.
• Analyze and investigate trends of service use by clients to identify proactive measures of resolution or upsell opportunities.
• Coordinate onsite dispatches with both clients and vendors.
• Train clients on the functionality and best practices of our voice services.
• Provide primary after-hours support as part of an on-call rotation team.
• Assist clients in adding, removing, and making various changes to their services to meet their needs while updating billing information as needed. 
• Create, edit, and manage documentation related to client configurations.
• Other duties as assigned by management. 

KNOWLEDGE, SKILLS & ABILITIES

• Preliminary IT certifications preferred (Network , CCENT, etc.) 
• Experience/understanding of the 1st 3 layers of the OSI model
• Communicate simply, effectively, and in a non-technical manner so that individuals who do not have a technical background can understand what is being discussed
• Knowledge of computer networks and remote troubleshooting techniques
• Perform research, gather facts, and prepare recommendations to resolve complex situations
• Keep accurate records while writing, updating, and/or reviewing detailed documentation and manuals for applications, network configurations, and hardware settings
• Ability to effectively manage time and in dealing with multiple priorities
• Understanding of how the loss of our service impacts clients and their ability to perform business
• Networking hardware and/or VoIP configuration experience a plus
• Cisco coursework a plus

EDUCATION, TRAINING & EXPERIENCE

• High school diploma or general education degree (GED)
• Minimum 1 year experience in an IT related field required.
• Minimum 1 year of employment in IT troubleshooting help desk, technical support, or customer service role or equivalent experience.
• End point troubleshooting experience preferred.

The PERKS you'd expect:

• 15 Days’ Vacation & 10 Holidays
• 24 Hours off for Community Service
• Medical, Dental & Vision coverage
• 401k program with match
• Long term disability
• Life Insurance
• Monthly team building events
• Education Reimbursement
• Employee referral program

And so much more...

• We believe who you are and what you do matters
• We believe in work hard, play hard
• We are socially responsible
• We enjoy our snacks
• We have Friday lunch
• We believe in Rock Star rewards