Technical Support Technician

The Support Technician will be tasked with solving intermediate to advanced technical issues associated with all SignalWire Platform Services up to and including, Video, Voice, Messaging, and Fax APIs. The Support Technician will also collaborate with internal team members across all departments to assist them with their requests. The Support Technician is responsible for logging all interactions in the CRM system to ensure accurate and comprehensive data collected on every case, as well as monitoring the SignalWire knowledge base articles to ensure articles are up to date and improving.

Regular hours will depend on location but may include occasional late or weekend scheduling.

Key Responsibilities:

• Provide technical training and assistance to SignalWire Internal and External Customers and Stakeholders
• Provide communication and technical guidance and assistance to Internal Support team members
• Maintain and improve SignalWire Knowledge Base by creating and updating new and existing articles, and work to increase internal and external adoption
• Research, create, and update Process/Procedure documentation in concert with Support leadership
• Provide Quality Assurance Testing for new product releases and bug fixes as required
• Miscellaneous project work related to current job duties
  
  

Job Requirements:

• 3+ Years Experience in technical support or customer service, preferably in a team environment
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Proficiency with CRM Applications and support tools (e.g., Zendesk, JIRA, etc.)
• Beginner to Intermediate coding experience utilizing JavaScript, PHP, or NodeJS
• Certifications in telecommunications or development fields are a plus