Mitel Technical Support Representative - UT
Full Time Position

Mitel Technical Support Representative

Overview

Groove Entertainment Technologies creates an experience of familiarity and quality of life for guests of the hospitality industry. With innovative, cost-effective technology, as well as a partnership with DIRECTV, Samsung, AT&T and Telkonet--Groove Entertainment Technologies delivers quality in room entertainment and technology to the hospitality industry. The Mitel Technical Support Representative is responsible for supporting the core values of Groove Entertainment by providing comprehensive customer service through troubleshooting customers’ phone system programming and/or Mitel equipment issues, answering customer questions, and resolving issues regarding claims, warranties and servicing products. Demonstrates world class customer relations and achieves a high level of quality results in a timely and efficient manner.

Job Duties

Provide accurate product information and serve as a knowledgeable resource for the customer, accurately representing the customer and Groove

Determine appropriate courses of action to ensure the result is successful both from a customer and Groove standpoint and document the interaction in Salesforce

Troubleshoot technical equipment & programming by identifying root causes and provide appropriate resolution

Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns

Maintains and updates customer information as necessary

Calmly attempts to resolve and de-escalate any issues

Escalates calls to supervisor when necessary and appropriate

Responds to requests for assistance and/or possible processing of credit card authorizations

Tracks call-related information for auditing and reporting purposes

Provides feedback reports on call issues related to downtime and/or training issues

Other duties as assigned


Qualifications


Minimum of 1 year of continuous and verifiable employment

Minimum 6+ months of recent customer service, retail, or call center experience preferred

Ability to be effective in a light sales (upselling) environment

Experience with Mitel phone systems, specifically 3300 or 5000 is a plus 

Current high level industry recognized certifications including at least 2 of the following: Call Control, Voicemail, Unified Communications or Call Center 

Experience including but not limited to VoIP, IP, QoS, Network Analyzer, PBX Management, Unified Messaging, Call Centers, Collaboration Tools, Voice Conference Bridge, Wireless, Teleworker, LCS/LBG and Mobility 

Proficiency with business collaboration tools such as MS Office applications and Visio

Resourceful technology problem-solving skills

Education and proven background in Phone installation, troubleshooting preferred

Experience with Unifi, Mitel, CMTS systems, and DIRECTV preferred

High level of PC navigation ability in a Windows environment with the ability to quickly learn the Groove service software systems

Excellent interpersonal, organizational and verbal and written communication skills required

Strong listening skills, professional telephone manner and ability to deal tactfully and effectively with customers in a fast-paced customer focused call center

Be patient with difficult customers and polite when interacting with customers service issues

The ability to work under pressure and multi-task

Ability to get along with others, accept constructive feedback and exhibit a positive attitude

Demonstrated passion for excellence with respect to treating and caring for customers

Ability to work effectively in a team environment and meet individual goals

Strong decision making and analytical abilities and deal with conflict resolution effectively

Ability to work and perform in a fast-paced environment within structured work guidelines

High school diploma or GED required and Must be able to type a minimum of 30 wpm

Ability to learn in a virtual style training environment and adapt to changing work requirements

PC and technical troubleshooting experience a plus

Previous experience with Salesforce a plus


Benefits

401K + Match

Comparable Medical, Dental, Vision Insurance 


Physical Requirements

Ability to sit for long periods of time

Ability to work at a computer station for extended periods of time

Ability to answer phones with or without the use of a headset



 

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