Technical Support Specialist

COMPANY OVERVIEW 

Aptela Inc. is the telecommunications leader in business VoIP solutions, eliminating the expense and hassle of traditional business phone service. Aptela’s powerful, Internet based solution revolutionizes the way companies communicate delivering features and functionality to the small to medium business market that used to be reserved for large scale enterprises. Aptela is searching for a Technical Support Specialist to join our support organization and to help ensure a world-class service experience for our customers.

JOB DESCRIPTION

As a Technical Support Specialist, you will provide industry-leading, world-class service to Aptela’s business customers. Successful candidates will accomplish this goal by taking on and owning all issues that may arise. This is a technical and customer support role where a combination of excellent customer service abilities and deep technical knowledge will play a key role in the success of the individual.

Responsibilities

• Answering initial and follow-up phone calls from customers who have service and technical support issues — ability to own the issue full-cycle from start to finish
• Provide consultative support to clients to help them better implement the services through the client’s business.
• Responding to service tickets opened by customers and other Aptela employees
• Providing timely and thorough resolution of all issues raised by Aptela customers, as well as documenting all actions
• Maintaining consistent quality and performance metrics as set out by management
• Improve service and product quality by being the customer’s voice back to the organization.

REQUIRED SKILLS

• Familiarity with VoIP or telecommunications technology highly desired
• Ability to effectively handle the expectations of a call center
• Ability to handle and prioritize multiple contacts and tasks
• Working knowledge of TCP/IP and LAN concepts
• Excellent written, listening and verbal communications skills and an ability to maintain strict professionalism in all client communication
• Ability to keep a regular and consistent work schedule

To submit a resume or receive more information, please contact: careers@aptela.com