Essential Functions:

+ Prioritize, classify, and escalate incidents according to standard operating procedures.

+ Provide first-level support for both external and internal customers, identifying issues that need attention from Engineering or product teams.

+ Interact with team members, management, internal departments, and business partners to maintain workflows,

+ escalate, and resolve customer service requests.

+ Deliver first-level customer service via chat, phone, and ticketing system for various product lines.

+ Perform additional duties as assigned by management.

Experience Requirements:

+ 2+ years of technical support experience with call center exposure, preferably in a product company or managed service provider setting.

+ Product support experience in one or more of the following areas:

+ Copper Cabling

+ Fiber Cabling

+ KVM Switches

+ Video Multimedia