vCom Solutions, Inc.

  • Technical Support Specialist

    Job Locations US-CA-San Ramon
    Job ID
    Regular Full-Time
  • Overview

    As a Technical Support Specialist for vCom, you will focus on being a customer advocate and providing a unique balance of customer focus along with technical expertise.  You make amazing customer service your priority at all times.  Your attention to detail is impeccable, you learn quickly, and you have excellent communication skills.  You have a great sense of pride in your work and strive to contribute to the overall success of the team at all times.  You’re comfortable being held accountable in a team-oriented environment.  You see opportunities to improve processes and confidently bring your ideas to the table.  You’re driven to face challenges head on with a sense of urgency and follow through to reach resolutions.


    You will receive the training necessary to become an expert within the technical support team!  Your training will provide opportunities to learn about a wide variety of technologies. You’ll learn through training videos, in-house sessions, simulations, and hands-on experience. With mastery of the role, comes growth within vCom.  If you’re looking to get your foot in the technical support door, this could be a great role for you. 


    In your first month, you’ll:

    • Be exposed to a wide variety of products ranging from Primary Rate Interface (PRI), Direct Internet Access (DIA), Multi-Protocol Label Switching (MPLS), Software Defined Wide Area Networks (SDWAN), Plain Old Telephone Service (POTS), and more
    • Learn internal systems and processes
    • Learn basic functions of external vendor and partner portals to resolve customer issues
    • Make connections with vCom team members with whom you will be interacting most frequently
    • Follow up on existing customer issues and take the lead on lower priority issues  (ex. POTS and DSL) to get a feel for the resolution process


    In your first 3 months, you’ll:

    • Continue to become familiar with higher priority and more complex networking issues
    • Follow up via outbound phone calls, email, and internal tools within in our service guidelines to maximize customer satisfaction
    • Handle inbound customer phone calls and provide support on product suite
    • Generate customer service notifications for maintenance events and proactive service alerts


    In your first 6 months, you’ll:

    • Meet or exceed department standards for the Tier I Tech Support role
    • Be fully comfortable in all aspects of the role and able to work independently and meet deadlines
    • Own higher level escalations that may involve vCom leadership
    • Identify opportunities to streamline work process and increase efficiency
    • Continue to build rapport and be fully established as a go-to resource for vCom’s customers, such that the customer views you as an extension of their own team


    What you’ll do:

    • Critically think through and troubleshoot business networks
    • Accurately answer a variety of technical questions about vCom’s services
    • Provide each customer with an “Amazing Service” experience by answering phones before the 2nd ring, resolving concerns with minimal hold time, assist with customized solutions to help their business succeed within Service Level Agreement (SLA)
    • Work to meet and exceed a set of daily metrics
    • May include shift work

    What you’ll bring:

    • Some college or equivalent
    • Excellent computer skills, including MS Office
    • Ability to grasp technical concepts quickly and explain them to others
    • Professional demeanor with a commitment to providing stellar customer experiences and productive teamwork
    • Must have a commitment to supporting customers’ success with vCom’s services
    • Possess a passion for learning and instituting industry-leading support tactics and best practice
    • Ability to prioritize issues and work at an efficient pace, which may include multi-tasking
    • Strong work ethic and an extraordinary attention to detail
    • Ability to work independently and effectively with a team
    • Ability to communicate effectively with customers and all levels of the organization
    • Excellent written and verbal communication skills
    • Strong analytical and problem-solving skills
    • Ability to take on projects while maintaining current workload tasks
    • Self-motivated, with high learning aptitude, and initiative
    • Ability to cope with stressful situations and maintain a calm and professional demeanor

    It’s also helpful if you’ve got:

    • Technical certifications, such as Comp TIA A+, Net+, Cisco CCENT and/or CCNA, or others
    • Prior experience working at a help desk or in a customer service/tech support call center
    • Telecom experience
    • VoIP experience a plus
    • Prior experience working with large unified communications platforms
    • Ability and eagerness to learn new systems and databases




    The Selection Process

    • Submit your resume to this posting
    • Qualified candidates will be invited to complete two assessments
    • Once the assessments are completed, candidates will participate in a pre-screening phone conversation with Human Resources
    • A select group of candidates will be interviewed (rounds of interviews may include the NOC Supervisor and Manager, the VP of Carrier Operations, and vCom’s COO)


    About vCom

    vCom is a cloud-based software and managed services company focused on helping the mid-market manage IT spend from procure-to-pay.   We empower mid-market organizations to manage all of their technology relationships in a much simpler way. We are among the fastest growing companies, most appreciated by employees, and valued by our customers. vCom has received the prestigious Best Places to Work award in the SF Bay Area for eleven years running. Our growth, innovation, and strong customer relationships are driven by our incredible employees who thrive on delivering amazing outcomes for our customers and team members.


    EEO Statement

    The Equal Employment Opportunity Policy of vCom Solutions, Inc. is to provide a fair and equal employment opportunity for all job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. vCom Solutions hires and promotes individuals solely on the basis of their qualifications for the job to be filled.



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