About this role
About Intermedia Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you. Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years! Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back! Are you ready to make your mark? About the Role Intermedia is seeking a Technical Support Product Specialist to join our award-winning Client Services organization. The successful candidate will have a passion for delivering customer centric support and providing in-depth product knowledge to our evolving customer base. Our working environment is unique! Work entirely from home supporting the end-users of our easy-to-use and secure communication and collaboration solutions. If you share our desire for delivering exceptional support, we are excited to hear from you! Resolve technical issues via incoming phone calls from (mostly) non-technical end users. Respond to incoming web-based support requests. Utilize Live Chat with powerful desktop sharing tools. Recognize trends and report them to senior level engineers. Find and document any new support issues or product bugs. Work with other team members to resolve active issues. Upselling - identify product improvements by additional services offered by Intermedia. The ability to maintain Key Performance Indicator metric goals while delivering a worry-free experience to our customers. Self-awareness and common-sense approach to identifying issues to escalate appropriately. Self-starter with the maturity to ask for assistance when needed.