UC Support Specialist, Tier 1

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

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At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

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If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together

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UC Support Specialist, T1 position with New Era Technology offers you the following:

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• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 7 company holidays + generous PTO

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*** At this time, we are unable to offer visa sponsorship for this position. Candidates must be authorized to work in the United States without the need for sponsorship now or in the future.

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The UC Support Specialist, T1 is responsibleforthe delivery of high-quality IT technical professional services to our clientele , with focuson varioushosted environments, as wellas AvayaIP Office .These services may include consulting, on-site (ifemployeeresideswithin2 hours of a client location)orremote troubleshooting,and support for clientsubscribers.Dedication to quality and customer satisfaction are critical success factors for this position.

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PRIMARY DUTIES include but are not limited to:

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• Customer Satisfaction through the delivery ofworld classSupport Services.

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• Optimizingproductivity while assigned tocustomer tickets or projects.

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• Ability to prioritize work through ticket and project status.

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• Problem-solvingand resolution ofissuesand escalatingwhereappropriate.

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• Ticket Quality Controland Ticket Management.

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• CustomerServiceincluding phone, video, and email communication.

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• Occasional on-site to nearby customers(less than15%).

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• Occasional on-call responsibility/rotation.

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• Participation in process improvement initiatives.

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• Documentation skills for customer environments.

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COMPETENCIES:

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• Outstandingcapabilities to troubleshootvarious voice offeringsin a hostedenvironment.

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• Strong knowledge of8x8, CiscoWebex,Networkprotocols, andRemote Management tools.

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• Ability to communicate effectively and professionally with all customer contacts.

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• Ability to provide clear written communication for ticket/project updates.

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• Clear written communicationtomaintainorganization and control over all information related to customertickets and assignments.

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• Familiarity with Various SBCs including Edgewaterand Avaya

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• Excellent verbal skills for customer interaction.

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• Excellent documentation skills.

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• Dedicated toalways providing exceptional customer service.

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• Proficiencyin all aspects of the core technical requirements.

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• Strong teamcollaboration skills.

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REQUIRED EXPERIENCE REQUIRED:

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• 3-5years’ experienceas aUC Support Specialist, with strongVOIP and Networking skills

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• Participate in planning and execution of new and existing equipment hardware andfirmwareupgrades, including patching.

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• Advancedtechnical knowledge of current network hardware, protocols, and internet standards.

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• Strong background withticketing systems and tracking work.

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• 2+ years in a customer facing role, MSP preferred.

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• 2+ years working with SaaS products.

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PREFERREDCERTIFICATIONS/Skills:

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• Experiencewith MSP tools likeITGlueand Connect Wise Managearea bonus.

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EXPECTED HOURS OF WORK: Full-time position working 40 hours per week, plus being a part of the On-Call rotation.  On-Call rotation is approximately 1 week out of every 6 – 7 weeks. Overtime hours may be required.

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TRAVEL: Travel is required, but only occasionally, and is less than 15%.

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Below is the pay range of this position for considered candidates based on qualifications and experience.

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Pay Range

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$31.25

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$33.65 USD

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New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

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View our Privacy Policy herehttps://www.neweratech.com/us/privacy-policy/

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We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain [email protected]. If you suspect fraudulent activity, please contact us immediately [email protected].