Mitel Tier III Technical Support Representative (Remote)

Company Overview

Allbridge delivers property technology (PropTech) solutions that drive value for property owners in the multifamily and hospitality space to elevate the connected experience for residents and guests. We currently serve more than 1 million rooms across North America and the Caribbean partnering with owners, developers, general contractors, and operators who benefit from Allbridge's combined engineering and support expertise with a vision of an innovative end-user digital experience.

We are rapidly growing and seeking top talent to join our team. If you want to work in a thriving industry that combines best-of-breed solutions with technology planning, engineering, installation, and support, Allbridge may be the company for you. Made up of talented, dedicated, and energetic professionals, Allbridge offers significant career growth opportunities, and competitive compensation and benefits which are designed to inspire, reinforce, and reward a culture of empowerment, teamwork, and a healthy work-life balance.

Join us in transforming property technology into one seamless, connected experience!

Job Summary

With limited oversight, virtually assist customers with basic and routine level technical support needs, setting expectations to deliver professional, timely, and courteous technical support services. Has authority to escalate cases in support of resolving customer support tickets in the respective queues.

This is a non-exempt role and is a member of the Technical Support, Voice Department reporting directly to the Mitel Lead Support Engineer.

Allbridge is currently operating under a hybrid work model, allowing colleagues the opportunity to connect with others in person and the flexibility to work remotely. For some business groups and positions, job function requirements may require more time at the primary work location, while greater flexibility may be in place for others.

Essential Job Functions and Responsibilities

• With limited oversight, virtually assist customers with basic and routine level technical support needs, setting expectations to deliver professional, timely, and courteous technical support services. In all cases, promote a productive and positive experience with customers to ensure high quality support with a timely resolution, following company protocol and standards to resolve cases. Has authority to escalate cases in support of resolving customer support tickets in the respective queues.
• As directed and required, provide data to support analysis of customer satisfaction metrics via use of company dashboards and scorecards. Is encouraged to make recommendations to resolve customer care case trends.
• Perform routine duties to ensure customer accounts are updated with sensitivity based on technical support cases, following Tier II support procedures to update customer accounts in real time.
• Customer cases are prioritized and handled quickly according to company policy and standards, and gaps are identified and as requested, constructively reviewed with the team and senior members to further the development of technical support improvement plans.
• Participate in training and education sessions with a high level of engagement.
• Consistently integrates Albridge's core values into their everyday habits by treating all customers, internal and external, professionally, honestly, and respectfully.
• Accepts ownership and accountability of position responsibilities and consistently strives to deliver innovative results for internal teams and customers that establish trust, high standards, credibility, and quality performance.
• Must remain flexible to travel to support various current and prospective client and sales opportunities.
• Other miscellaneous duties as assigned.

Required Qualifications

• Required to have a minimum of a high school diploma, and preference to have a minimum of an Associate's degree or work experience equivalent, from an accredited university in network systems administration, information systems and programming, computer science, or another related field.
• 5+ years of experience working in an enterprise level, virtual technical support call center. Knowledge of the hospitality, multifamily, and call center industry is a plus.
• Mitel Certification is a plus
• Must have experience with MiVoice Business 3300 (MXe, MXeIII, AX, EX, VM, SMBC variants), Mitel Border Gateway (MBG), MiCollab, Mitel Contact Center (MiCC), Mitel 470, and 200 ICP products.
• SIP configuration and troubleshooting of Vtech, Bittel, Cetis, and AEI guestroom phones.
• Skilled in troubleshooting: LAN/WAN and digital switching technologies, software, hardware and servers, routers, modems, TCP/IP and QoS
• Strong troubleshooting skills with telephone systems, SIP Gateways (Grandstream, Yeastar and Audio Codes).
• Experience including but not limited to: VoIP, IP, QoS, Network Analyzer, PBX Management, Unified Messaging, Call Centers, Collaboration Tools, Voice Conference Bridge, Wireless, etc.
• Strong Knowledge of VoIP (SIP, RTP, and other related protocols)
• Must have entry level Salesforce experience.
• Required to consistently deliver a high touch customer service experience, demonstrating excellent problem solving, leadership, and customer service skills.
• Must have a demonstrated ability to collaborate internally to effectively report on and resolve customer cases in a timely manner, and effectively coordinate resources.
• Must be flexible, an outstanding communicator, and have established skills in accuracy, organization, and time management.
• Must be able to work effectively as a team member in a fast paced, and high-volume work environment, operating with a high level of detail and conscientiousness.
• Required to have demonstrated intermediate level PC skills with the ability to effectively operate within a Windows Operating System and Windows based programs such as Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project.
• Must possess excellent written and verbal communication skills, as well as interpersonal skills with a customer service focus in the English language.
• Must be authorized to work in the United States without sponsorship.

Workplace Benefits We Offer

In addition to earnings and other incentives Allbridge offers a comprehensive package of benefits, based on eligibility, typically for regular, full-time positions, some of which includes:

• Medical and Prescription options, Dental, Orthodontics and Vision Plans
• Rich HSA company-funded options and Flexible Spending accounts
• 100% Company paid premiums for Short Term Disability
• Life and Accidental Death and Dismemberment insurance Plan options
• Supplemental Insurance Plan options
• 401(k) Profit-Sharing Retirement plan
• Flexible Paid Time Off after 60 days of employment
• Paid Holidays, per Employee Handbook
• Work culture supportive of diversity and inclusion

Equal Opportunity Employer Statement

Allbridge is an Equal Opportunity Employer. Allbridge does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.All employment is decided on the basis of qualifications, merit, and business need.