Job Description
Description Technical Support Superstar - Join the OneCloud Revolution! Are you ready to champion cutting-edge IT solutions in Charlotte? OneCloud seeks tech-savvy individuals for front-line support, aiding clients with a range of information technology-related issues encompassing desktops, mobile devices, network services, and telephony equipment. This position is a full-time in-office workspace, located in Charlotte, NC. Successful technicians prioritize first-class customer service, engaging customers through various communication channels, attentively addressing concerns, fostering customer relations, and proficiently troubleshooting diverse issues. Additionally, this role entails testing new in-house technologies and fostering enthusiasm for innovative solutions and products.
Become part of a team that doesn't just fix problems—we create raving fans through innovative solutions and genuine enthusiasm for technology that makes a difference!
Ready to transform customer support into customer amazement? Join our Charlotte tech community today! Duties/Responsibilities - Handle, oversee, and support technical issues and inquiries initiated via online platforms and phone calls.
- Research, respond to, and accurately resolve cases of moderate complexity efficiently while following team standards.
- Assess, prioritize, and monitor support tickets, escalating incidents to the relevant support teams if issues cannot be resolved independently.
- Continuously track the entire lifecycle of assigned tickets to guarantee resolution.
- Handle inquiries across Voice, Webchat, and Ticketing systems encompassing various areas including:
- Password resets
- Basic Windows support
- Phone system programming
- Network troubleshooting
- Mobile App assistance
- Software installation and removal
- Diagnosing Hardware and Software issues
- Remote troubleshooting and assistance
- Referrals to sales for solution upsells if identified
- Perform general administrative tasks, including managing clients in service/CRM software, maintaining logs and time records for support tickets, and documenting hardware, networks, and equipment.
- Work with proper teams to communicate ongoing problems and issue resolutions.
- Perform other duties as assigned.
Qualifications - Strong analytical and problem-solving skills.
- Capacity to swiftly and effectively acquire new skills.
- Desire to learn and retain new information.
- Ability to communicate effectively (both verbally and in writing).
- Excellent organizational and interpersonal skills.
- Highly motivated self-starter capable of leading initiatives and collaborating effectively within a team.
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
- Must be willing to commute and work in the Charlotte Area.
Requirements Education/Certifications and Experience: - Degree or certification in General IT/Computer field, or equivalent experience.
- Entry-level Networking experience.
- Familiarity of UCaaS and CCaaS.
- Zoho (or CRM/ERP) working knowledge.
- Previous Customer Service experience.
- This position REQUIRES a passing score on the SSCA Networking Certification test (course and associated tests will be supplied by OneCloud - TelWare and can be reviewed at the following web link
Physical Requirements - Prolonged periods of sitting or standing at a desk and working on computers.
- Must be able to lift 15 pounds at times.
- May be required to work on-call or long hours in case of network malfunction.
- This is not a remote position.
- 21 years of age with a valid driver’s license and good driving record.
Job Tags
Full time,