Customer Support Rep - Tier 1

At Vantage Unified Communications, we’re redefining how organizations communicate. We’re looking for a Customer Service Representative - Tier 1 who will serve as the first point of contact for our customers, ensuring a smooth, professional experience every time. You’ll be the voice of Vantage, resolving customer system/service adds and changes, troubleshooting and resolving customer issues, coordinating with internal teams, and making sure nothing falls through the cracks.

What You’ll Do:

• Deliver Responsive Multichannel Support - Handle incoming support inquiries via phone and email, triage requests, taking action on said requests, and provide real-time updates on ticket status
  Impact: Boost customer satisfaction and first-call resolution rates through proactive, professional service
• Serve as the Initial Customer Contact – address inbound customer calls and emails in a timely fashion, taking ownership of customer requests and identifying such to customers, creating tickets, and tracking through to completion.
  
• Deliver Responsive Multichannel Support - Handle incoming support requests via phone and email, triage requests, taking action on said requests, and provide real-time updates on ticket status
  Impact: Boost customer satisfaction and first-call resolution rates through proactive, professional service
• Manage Workload Prioritization - Perform daily review of assigned open customer tickets, schedule personal workload accordingly, factoring ad-hoc customer requests which arrive throughout each day.  Set realistic customer expectations and timelines.  Seek assistance as needed.
  Impact: Increase transparency and reduce missed service windows, strengthening customer trust
• Support Onboarding and Provisioning - Assist with the implementation and provisioning of new customer services during onboarding phases
  Impact: Accelerate deployment cycles and minimize setup errors, ensuring a smooth customer transition
• Maintain Accurate System Records - Enter, track, and manage customer work orders in the Vantage View ticketing and billing system
  Impact: Improve operational efficiency and billing accuracy to minimize invoice disputes
• Document All Customer Interactions - Log service details, conversations, customer goals and actions taken for every customer interaction, ensuring visibility across teams
  Impact: Enable efficient follow-ups and maintain service continuity across shifts and departments
• Coordinate with Field Service Partners - Communicate with third-party premise (network) support resources to monitor order statuses and facilitate issue resolution
  Impact: Shorten turnaround times on external support requests and enhance service reliability
• Drive Ongoing Customer Satisfaction - Provide continuous status updates, follow-ups, and clear communication throughout the service lifecycle
  Impact: Sustain high Net Promoter Scores and long-term customer loyalty through consistent and empathetic support
  
  What You’ll Bring:
• 1+ year of experience in Level 1 helpdesk support for phone users (voicemail, feature setup) and/or desktop, applications and LAN
• Familiarity with voice/data network services: ISP, network hardware like routers, switches, and firewalls, premise or hosted telephony services administration
• Strong verbal and written communication skills, attention to detail, and a customer-first mindset
• Bachelor’s degree in information technology or other

It would be nice if:

• COMPTIA+ certification preferred
• Experience with Jira preferred
• Background in telecommunications systems including PBX, VoIP, and voicemail administration

Benefits & Perks:

• Medical, Dental, and Vision Insurance
• 401(k)
• Life Insurance
• Short-Term and Long-Term Disability
• Legal and ID Theft Protection
• Pet Insurance
• Accident Insurance
• Critical Illness Insurance
• Tuition Reimbursement and paid training
  

Equal opportunity employment

Employment Type: Full-time