Technical Support Representative

Business Growth Elite is a professional services firm with a fully remote workforce! Our passion is supporting small, independently owned medical practices by helping to level the playfield so they can thrive alongside larger competitors.

With the guidance and support of three business lines, Marketing, HR, and a technology-based telecom platform, our members are able to attract and retain patients, clients, and the top talent to serve them.

In addition, we are proud to be a company committed to creating significant social contributions through entrepreneurship and education to disadvantaged people around the world.

If you are an experienced Technical Support Specialist and contemplating a way to use your knowledge and skills in a new way AND you want to find out if fully remote work is for you, this is the perfect opportunity to find out!

Responsibilities

This role will be part-time (20 hours per week) but there is room for growth into a full-time contract position!

We are in search of an individual who can configure, implement, and support our VoIP telephone systems. This person should be a detail-oriented, resourceful, efficient self-starter to work with our clients in a technical help desk role. The ideal candidates will have extensive experience in multi-channel support, some IT/Networking knowledge, and some experience with PBX/VoIP systems. You will provide technical support to clients in an efficient and accurate manner. You will be considered as one of our company’s product experts and maintain operating standards by solving VoIP technical problems and escalating advanced issues to the proper channels. During new product implementation, you may be assigned tasks to assist in the installation teams in bringing new customers into live telephone environments.

Responsibilities:

• Provide support to customer issues (phone, email, chat) according to company SLAs
• Assist in configuration and implementation of new systems
• Properly escalate unresolved cases to advanced support queues
• Follow up with customers to see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure of tickets
• Recommend procedure modifications or improvements
• Preserve and grow your knowledge of company procedures, products, and services
• Continually research and learn new configurations, new products, and support methods

Requirements and Qualifications

• Proven working experience in providing remote help desk support
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• IT/Networking and PBX/VoIP Help Desk experience
• Project management skills
• Fluent English – verbal and written communication skills

Preferred

• Previous phone engineering roles
• Project management skills
• Telephony experience with number porting and SMS

Compensation and Benefits

Your starting rate is around $8-10 per hour. As an independent contractor, you won’t be eligible for the benefits of a regular team member but you will absolutely enjoy the same culture and work atmosphere we work hard to maintain!

Employees of Business Growth Elite regardless of status love having:

• the flexibility to work from home, or another location of your choice.
• collaborative, super friendly co-workers, who truly love to help each other succeed.
• supportive leadership that knows your success depends on how they serve you.

Working Conditions

Business Growth Elite is a fully remote organization. Team members perform their job duties in a home office. Team members are encouraged to create a functional home workspace that enables them to attend both voice and video meetings in a professional manner whenever needed. You are encouraged to take ergonomics into consideration when creating your home office.

Physical Requirements

Prolonged periods of stationary work including but not limited to sitting, typing, speaking on the phone, and on video.