Customer Support Representative - Tier 1

Customer Service Representative - 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 resolving customer requests, performing 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:

• Serve as the Primary Customer Contact - Act as the frontline support contact and liaison between customers and internal teams including provisioning engineers, carrier services, and partner support. Impact: Provide proactive communication and immediate/timely issue resolution, minimizing Tier 2 escalations and enhancing customer experience.
• 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.
• Manage Workload Prioritization - Monitor overall customer workload versus internal support capacity to set realistic expectations and timelines. 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.
• Background in telecommunications systems including PBX, VoIP, and voicemail administration.
• 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.

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.