The Helpdesk Technician on the Enterprise Support Voice team will be responsible for troubleshooting issues related to desk phones for this clients commercial customers. The most common issues consist of: the customers phone isnt ringing through to the correct line, elevator/analog line issues, fax issues, call forwarding and/or call waiting issues, and more. It is preferred that this person have experience with Broadsoft/Cisco WebEx Calling platforms, VoIP, call trace/routing systems, and other related skills, but not required. Most importantly, this role requires someone passionate for customer service, patient, empathetic, self-motivated, as well as someone who holds themselves to high standards of work with a good/positive attitude. Between inbound customer calls, emails and tickets, the average volume is anywhere from 30-50 touchpoints/day. You will be remotely troubleshooting issues for customers across the Southeast while sitting remotely in one of the following office locations: Mobile/Birmingham, AL, Ridgeland, MS, or Nashville/Knoxville/Memphis/Chattanooga, TN. Technical training will take place within the first ~3 weeks upon starting in this role, so extensive knowledge with the specific tools/technology is not necessary. This is a great opportunity to get a foot in the door with a great company who will provide long-term opportunities, career advancement, continued education opportunities, and more!
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/ .
- 3+ years experience in a heavy customer facing/customer service environment
- Intangible skills required for this position:
o Strong communication skills and phone presence
People skills as well patient, empathetic, caring
o Ability to effectively deescalate issues
o Naturally self-motivated/disciplined
o Ability to work well and multitask in a fast-paced environment
- 1+ years experience troubleshooting desk phone issues using either Broadsoft or Cisco WebEx Calling platforms
- Experience working with ServiceNow or ADTRAN AOE (Advanced Operational Environment)
- Experience in a customer service/call center within the Telecommunications industry
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.