Customer Support Rep - Tier 1

At Vantage Unified Communications, we’re redefining how organizations communicate. We’re looking for a Customer Service Representative - Tier 1 who will serve as the first point of contact for our customers, ensuring a smooth, professional experience every time. You’ll be the voice of Vantage, resolving customer system/service adds and changes, troubleshooting and resolving customer issues, coordinating with internal teams, and making sure nothing falls through the cracks.

What You’ll Do:

• Deliver Responsive Multichannel Support - Handle incoming support inquiries via phone and email, triage requests, taking action on said requests, and provide real-time updates on ticket status
  Impact: Boost customer satisfaction and first-call resolution rates through proactive, professional service
• Serve as the Initial Customer Contact – address inbound customer calls and emails in a timely fashion, taking ownership of customer requests and identifying such to customers, creating tickets, and tracking through to completion.
  
• Deliver Responsive Multichannel Support - Handle incoming support requests via phone and email, triage requests, taking action on said requests, and provide real-time updates on ticket status
  Impact: Boost customer satisfaction and first-call resolution rates through proactive, professional service
• Manage Workload Prioritization - Perform daily review of assigned open customer tickets, schedule personal workload accordingly, factoring ad-hoc customer requests which arrive throughout each day.  Set realistic customer expectations and timelines.  Seek assistance as needed.
  Impact: Increase transparency and reduce missed service windows, strengthening customer trust
• Support Onboarding and Provisioning - Assist with the implementation and provisioning of new customer services during onboarding phases
  Impact: Accelerate deployment cycles and minimize setup errors, ensuring a smooth customer transition
• Maintain Accurate System Records - Enter, track, and manage customer work orders in the Vantage View ticketing and billing system
  Impact: Improve operational efficiency and billing accuracy to minimize invoice disputes
• Document All Customer Interactions - Log service details, conversations, customer goals and actions taken for every customer interaction, ensuring visibility across teams
  Impact: Enable efficient follow-ups and maintain service continuity across shifts and departments
• Coordinate with Field Service Partners - Communicate with third-party premise (network) support resources to monitor order statuses and facilitate issue resolution
  Impact: Shorten turnaround times on external support requests and enhance service reliability
• Drive Ongoing Customer Satisfaction - Provide continuous status updates, follow-ups, and clear communication throughout the service lifecycle
  Impact: Sustain high Net Promoter Scores and long-term customer loyalty through consistent and empathetic support
  
  What You’ll Bring:
• 1+ year of experience in Level 1 helpdesk support for phone users (voicemail, feature setup) and/or desktop, applications and LAN
• Familiarity with voice/data network services: ISP, network hardware like routers, switches, and firewalls, premise or hosted telephony services administration
• Strong verbal and written communication skills, attention to detail, and a customer-first mindset
• Bachelor’s degree in information technology or other

It would be nice if:

• COMPTIA+ certification preferred
• Experience with Jira preferred
• Background in telecommunications systems including PBX, VoIP, and voicemail administration

Benefits & Perks:

• Medical, Dental, and Vision Insurance
• 401(k)
• Life Insurance
• Short-Term and Long-Term Disability
• Legal and ID Theft Protection
• Pet Insurance
• Accident Insurance
• Critical Illness Insurance
• Tuition Reimbursement and paid training
  

Equal opportunity employment

There's one more, very important thing. We are an equal opportunity employer. We search for amazing people of diverse backgrounds, experiences, abilities, and perspectives. We take care of each other to create an inclusive work environment where we love to come to work every day. We'd be happy to provide reasonable accommodations to help you apply. We hope you can join us.