Remote PBX Support Technician

Job Description

Department: Service – PBX/Voice

Location: Remote or based in one of 3 Pinnacle Office Locations

Job Title: Remote PBX Support Technician

Type of Position: Full-time 5 days / 40 hours per week

With the ability to be on the After Hours On-Call Rotation Schedule

General Job Description:

This position requires an organized individual with a positive attitude, capable of in-depth troubleshooting and customer support.

Daily duties will include working PBX / VM / CAS Systems Service tickets while maintaining documentation and customer satisfaction.

Excellent customer service and communication skills (written and verbal) are critical.

Requirements of the position include, but are not limited to, the following:

Logging into and answering phone calls into the PBX (Tier 1 and / or PBX-Voice) ACD queues
Knowledge of PBX Equipment including Mitel, Avaya, Hitachi, NEC, or Nortel Systems
Any Factory Certifications are highly desirable
Working with onsite technicians (Both Pinnacle Techs and Subcontractor’s Techs) remotely to resolve customer issues
Working with Non-Technical Hotel Staff on technical equipment
Reviewing and maintaining current customer documentation
Assisting other service groups (Hosted, HSIA, DVR, DTV) as needed
Escalating and following up on tickets with outside companies (Carriers/Vendors, etc.).
Creating and maintaining internal help docs on equipment serviced
Ensuring Pinnacle customers are receiving professional and courteous service

Work Experience Requirements:

2-3 years working experience on All Levels of PBX / VM / CAS Systems Including Installations / Field Service and Remote Support
1-2 or more years in a customer service position
Working in a Call Center Environment experience a bonus
Compensation Plan: TBD