At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster.   

As Technical Support Level 3 you will be responsible for Tier 2 Technical and Product Support ticket escalations, help clients resolve more serious issues, log/track/troubleshoot bugs. Work with vendors to ensure our software is up and running. 

What You Will Do:

• Manage escalated tickets and ensure proper testing and troubleshooting was done at all levels
• Provide coaching to clients, customer success and engineering
• Provide coaching to Level 1 and Level 2 Technical Support Representatives
• Help clients with more complex technical problems
• Provide advanced SaaS, Network, VoIP and browser based troubleshooting
• Create excellent technical documentation of issues and processes
• Provide after hours and/or weekend on-call support as needed

Who You Are:

• Bachelor’s Degree (preferred) and 5 year(s) progressively responsible, related experience.
• 5+ years of advanced networking and technical support experience 
• 3+ years of VOIP experience (SaaS VOIP preferred)
• 5+ years of Hardware and Software troubleshooting experience
• 3+ years of SaaS troubleshooting experience in a Tier 2 capacity (console debugging, data analysis, root cause analysis, etc.)
• 2+ years of call center or dialer software experience

Skills/Abilities:

• Ability to analyze complex data and develop innovative recommendations and solutions
• Ability to take ownership of escalated client issues
• Excellent planning, organizing, and project management skills
• Excellent verbal, written and presentation skills
• Strong customer, quality and results orientation
• Ability to interact effectively at all levels and across diverse cultures
• Ability to be an effective team member and manage various projects
• Ability to assist in facilitating progressive change
• Ability to coach and train colleagues effectively
• Self Starter takes initiative to do whatever it takes to achieve objectives

What You Will Gain:

• Surrounded by colleagues who are committed to helping each other grow.
• Energized work environment with the support and tools you’ll need to succeed.
• Learn and professional development opportunities.

Work perks worth the hype:

• Competitive compensation package
• Stock options
• Medical, dental, and vision insurance
• PTO, Paid Sick Time, Holidays, Bereavement time 
• 401k program with generous company match
• Monthly Gym membership reimbursement
• Monthly credits toward food & beverage
• Leadership Development Program
• Company Outings
• On and offsite team building events
• Your birthday off
• Apple laptop
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• Monthly Massages
• On-site Car Wash 
• Free Parking