Technical Support Specialist

CLARITY VOICE 

TECHNICAL SUPPORT SPECIALIST 

THE PERSON 

Are you a detail-orientated customer advocate who loves to learn and is fulfilled by solving problems? Do you consider yourself an articulate, concise communicator who builds trust and buy-in by exuding empathy for our clients and teammates? If you are a self-driven, persuasive, passionate and a customer-focused technical specialist with a knack for visualizing solutions, then we want to talk to you!  

Our ideal TECHNICAL SUPPORT SPECIALIST candidate is:  

• Honest, Patient, Accountable, Open-minded  

• Approachable - You are high-energy, friendly, and are comfortable with a high volume of tasks and customer interactions. You are always anticipating customer needs and enjoy the idea of what’s next.  

• Curious - You’re a good listener who wants to peel back the layers of a problem rather than jumping to conclusions. You feel comfortable asking targeted questions that will get to the heart of any issue.  

• Coachable - You’re energized by verbal interactions and passionate about continuous learning and improvement. You’re thirsty to learn more about our products and how they work and are unafraid to dive into the tech side of our company.  

• Adaptable - You’re a natural multi-tasker and critical thinker who is comfortable with different communication styles and the unknown. You like challenge and surprise and understand how tech and apps can be skillfully applied to solve a business problem.  

• Professional - You emanate a positive attitude, take pride in your work, and boast excellent written communication skills.  

• Problem-Solver – You’re skilled at troubleshooting problems, identifying the causes of those problems, and providing innovative solutions.  

Our culture values dedicated team players who seek to communicate actions that implement solutions. We are looking for someone who believes in small businesses and the impact they have on society, and who enjoys the responsibility of making daily contributions. Our ideal candidate is willing to acquire deep product knowledge to problem solve and support the rollout of upgrades and enhancements. You’ll fit right in if you love technology, thrive on building relationships, take pride in happy customers and gain fulfillment in helping others!  

RESPONSIBILITIES  

The job responsibilities of the Technical Support Specialist position include, but are not limited to:  

• Receive inbound support calls and online chat inquiries from customers escalated technical questions, troubleshoot, and resolve technical inquiries on a variety of Clarity Voice topics.      This includes Clarity equipment, applications, faxing, call quality, and call failing issues.
• Troubleshoot equipment, softphones, mobile apps, and applications such as Phones, Mobile App, Web Phone, Fax ATA, Algo, Watchdog, and network boards.
• Troubleshoot Faxing Inquiries, SMS/MMS, front-end API, call quality, and calls failing.
• Create and track RMAs (Return Merchandise Authorizations),and effectively removing defective equipment from the domain.
• Assist with new equipment installation, including third-party phones and verifying consignment/previously owned equipment.
• Headset Troubleshooting - In-depth troubleshooting of third-party headsets and conferencing with third-party vendors when necessary.
• Assist customers with network topology mapping, tracing cables, and recording network setups into accounts.
• Maintain ticket ownership, including ensuring resolution of unresponsive customers’ issues, keeping follow-up tickets in the correct queues, and reaching out for answers when information is not available in the wiki.  Report trends to management related to customer-reported call issues.

QUALIFICATIONS  

Required: 

• 2+ years' experience troubleshooting in a customer-facing role 

• 2+ years working with Cloud-based software 

• Networking, IT or telecommunications certification or equivalent work experience 

Preferred: 

• 2+ years networking experience, including advanced knowledge of internet, routers, switches, firewalls, TCP/IP and subnetting 

• Professional experience using VOIP technology including SIP, RTP, QoS, codecs 

• Professional experience utilizing an online technical support ticketing system (Zoho, Zendesk, etc) to manage, document, and properly resolve live customers technical inquiries as effectively and efficiently as possible.

WORKSITE 

• The Technical Support Specialist position is fully remote with company-sponsored visits to our Michigan headquarters. 

• For team members local to Michigan, please note that you’ll be required to come into the office on a scheduled day as directed by your supervisor. Additionally, all team members are welcome to work from our Southfield, Michigan office whenever they feel it would be beneficial. 

THE COMPANY – Clarity Voice 

Clarity Voice is one of the pioneers of cloud-based VoIP phone systems, and our dedicated team is the reason behind our success.  

We offer profit-sharing bonuses, a 401K matching program, medical, dental, and vision plans, and many other benefits. We value a work-life balance and support flexible work schedules, telecommuting, and offer a generous paid time off package. Our professional development program helps our employees advance their skills and grow their careers. We provide coaching, mentoring, and training events to help them realize their greatest potential.  

We’re not all work and no play though – we celebrate birthdays, life events, and professional accomplishments, and are always open for new ideas to engage with each other. We have quarterly state of the company meetings to keep everyone abreast of new upcoming initiatives, customers, and ideas as well as congratulating team members for their contributions and informing them of organizational accomplishments. We also conduct engagement multiplier surveys to ensure our team members have a voice, YOU suggest and WE listen. We encourage a collaborative team environment. 

To encourage career growth, we have instituted a Badge program and have a knowledge-based company wiki to help us stay on the leading edge of technology. We utilize Slack to communicate in the remote environment, so our team never feels alone, and we love supporting a positive, collaborative working environment.  

At Clarity Voice, we are passionate about serving our customers and doing the right thing. We’re a values-based company where culture is everything. We value each individual for their unique character traits and believe our culture is defined by the people who are part of it. The Clarity team is bound by a Code of Values and supports the company's vision of becoming the most respected, most referred cloud phone company in North America. 

WHY Clarity Voice? 

Clarity Voice stands out because of our culture and core values: 

• Dedicated - Do whatever is needed to get it done, finding satisfaction in your accomplishments 

• Continuous Improvement - Be willing to evaluate and seek to be better 

• Serve Before Gain - Assist without expecting a return on your personal investment 

• Do the Right Thing - Apply the Golden Rule, even when no one is around to see it 

• Humbly Confident - Be self-assured but know when to ask for help 

• Seek to Understand - Appreciate another’s perspective before sharing your own 

DIVERSITY AND INCLUSION 

As an organization and group of talented team members, we embrace our differences as strengths. We have a zero-tolerance policy for any type of bullying, harassment, or discrimination of any protected classification. We promote an inclusive culture of trust, respect, transparency, and collaboration enriched by our differences in gender, age, ethnicity, personal preferences, disabilities, and lifestyles.  

We’re an inclusive group of smart, bright people who are humbly confident, passionate about solving problems and like to share our knowledge. If you’re interested in progressing your career at a company that rewards quality work over quantity and genuinely cares about you and your future, apply now, we would love to learn more about you!  

 
Benefits: Medical, dental, and vision plans; 401k matching program; paid time off, profit sharing, short and long-term disability, and life insurance to name a few. 

Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. 

We look forward to hearing from you! 

Key Words: PBX, Telecommunications, Phone, Telephone, IP Telephony Systems, Voice, PSTN, VoIP, Hosted VoIP, Voice over IP, Customer Support, Customer Satisfaction