Field Support Technician (Level II

Job Summary:

The Field Support Center Technician (Level II) is responsible for assisting customers engaging in support requests for all One Cloud products, including UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) solutions, across multiple contact platforms (phone, email & chat) while playing a critical role in providing advanced technical support and troubleshooting for VoIP telephone systems, data networks, and desktop applications.

This position involves resolving complex, escalated issues, performing system diagnostics, and delivering effective solutions that maintain system performance and reliability. This role consists of remote and on-site customer support with occasional travel to customer site being necessary. The role presents an opportunity to gain expertise in various technology systems, telephony, and networking skills, while developing customer service soft skills, in addition to identifying up-selling opportunities to enhance customer services and offerings.

• Handle, oversee, and support technical issues and inquiries initiated via online platforms (email and Chat), and inbound phone calls.
• Provide advanced remote and on-site support for VoIP systems, network infrastructure, and desktop applications.
• Troubleshoot and resolve issues escalated from Level I Support and Field Technicians, including hardware and software diagnostics.
• Research, respond to, and accurately resolve cases of moderate complexity efficiently while following established KPI and SLA standards.
• Assess, prioritize, and monitor support tickets, escalating incidents to the relevant support levels if issues cannot be resolved independently via remote or on-site means.
• Take ownership of and continuously track the entire life cycle of assigned tickets to guarantee resolution and customer satisfaction.
• Administer and program VoIP phone systems and network configurations.
• Participate in design and planning meetings for telephone and data systems; work closely with Engineering, end-users, and external partners to gather requirements and meet project timelines.
• Assist with system maintenance, upgrades, and documentation.
• Handle inquiries across Voice, Webchat, and Ticketing systems encompassing various areas including:
  • Password resets
  • Basic Windows support
  • Phone system programming
  • Network troubleshooting
  • Mobile App assistance
  • Software installation and removal
  • Diagnosing Hardware and Software issues
  • Remote troubleshooting and assistance
  • Referrals to sales for solution upsells if identified
  • Additional duties as assigned

• Perform general administrative tasks, including managing clients in service/CRM software, maintaining logs and time records for support tickets, and documenting hardware, networks, and equipment.
• Work with proper teams to communicate ongoing problems and issue resolutions.
• Participate in training assignments and mentorship opportunities to share knowledge with peers and new hires as assigned.
• Complete annual mid-year and/or end of year performance self-assessments.
• Coordinate with clients to schedule troubleshooting sessions to address issues and/or concerns.
• Participate in cross training opportunities as assigned for products, special installations and projects to enhance team expertise and flexibility.
• Help create a culture of continuous learning, cooperation and improvement within the team.
• Assist with the creation of internal knowledge base articles documenting repair, installation processes, troubleshooting steps, and best practices.
• Communicate effectively with leadership, providing oral and written reports of emerging issues, trends and opportunities to improve Support operations.
• Ensure clear and consistent communication with clients via phone, email and chat exchanges or in person throughout the customer/project lifecycle.
• Additional duties as assigned by leadership.

• Strong analytical and problem-solving skills.
• Capacity to swiftly and effectively acquire new skills.
• Experience with advanced CRM, reporting and ticketing systems (Salesforce, Zoho, Etc.) and ability to create targeted reporting/analytics on an ad-hoc basis.
• Desire to learn…