Specialist III-Tech Support in Rochester, NY at Windstream

Date Posted: 9/2/2020

Job Snapshot

Job Description

Job ID:20002578

Windstream is considered an essential business and we are HIRING NOW. As our company responds to COVID-19, the safety and well being of our employees, customers, partners and communities is our top priority!

Manufacturer Technical Support Specialist III


General Description

Manufacturer Technical Support for the company's family of SMB integrated solutions including servers, VoIP phones and client applications. Challenging position providing Manufacturer level of support to Certified Technicians employed by our Authorized Partners and Distributors. Requires that the candidate will possess a broad technical knowledge of PBX and hybrid phone systems; service delivery of analog, digital and VoIP voice services; and IP networking and data service provision. Candidate will be highly experienced in providing excellent customer service, providing technical support, training and motivational skills as a technical liaison between Allworx and providers. This position has a lot of responsibilities however customer technical support is always priority!  Customer Support always comes first.  Customer calls and e-mails need to be answered and addressed immediately with resolution ASAP with the utmost professionalism.  This involves teamwork within the technical support group and the Engineers that create our products. 


Job Functions More Defined

  • Provide escalated troubleshooting and technical support via phone, Web based tools and email.
  • Advise customers regarding the product's proper use and address specific user issues. 
  • Ensure all calls and e-mails are being answered quickly and professionally (using proper call/e-mail control to actually reduce average handle time along with fast and accurate troubleshooting steps taken without a rushed perception from the customer). 
  • Ensure SalesForce ticket system is fully documenting with all troubleshooting performed and that correct opening/closing codes are used.
  • During problem escalations, act as a liaison between customers and 3rd level support (Development team).   Monitor, track and report on activity status.
  • Escalated support assisting customers during installations. Communication with customers will occur primarily over the phone and web (using web administration interfaces which are remotely accessible.) 
  • Creating or editing needed technical documentation, glossary and quick set-up or troubleshooting guides we can send real time to the Technician/installer in the Field.
  • Act as a technical liaison between 3rd party and Allworx (i.e. Marketing, Q/A, R&D, etc)
  • Participate in generating technical publications/application notes in support of 3rd party integration
  • Interface and negotiate requirements and product issues with Program Management, Development Engineering, Customer Support, Marketing and Sales teams. 
  • Keep Management up to date with any developments including both positive highlights and areas of needed improvement.


Required Skills

  • Experience in supporting customers from a help desk environment.  
  • Solid experience in problem analysis and resolution of hardware and software problems.
  • Ability to handle clients professionally during all interfaces.
  • Able to handle escalations, prioritize issues and multitask.
  • Excellent written and verbal communication skills. 
  • Proven ability to function in a self-directed environment.
  • Strong technical and analytical skills.
  • Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success.
  • Innovative thinker who is positive, proactive, and readily embraces change.
  • Strong understanding of Ethernet, TCP/IP routing, Network packet analysis tools use and configuration.   
  • Sales support to help resellers and end users select, optimal installation configurations in a complex network environment.
  • Working knowledge of Telecom, data networking, analog and digital voice technologies (T1/PRI).
  • Must understand VoIP technologies, including Protocol QoS, MPLS, RTP streams.
  • Experience in the ability to read and analyze SIP packet captures.
  • Experience migrating customer web hosting and email along with SMTP/POP3 server client configuration.
  • Analyzing and resolving Windows Domain & Workgroup network issues and experience with SMB/CIFS file systems.
  • Networking experience including a full understanding of DNS and firewall configuration (i.e. Cisco PIX), etc.
  • Configuring and troubleshooting Static/DHCP/PPPOE for LANs and WANs. 
  • Ability to contribute by editing/improving technical and user documentation. 
  • Experience troubleshooting and correcting Jitter, Latency, Packet loss across public or enterprise networks using network analysis tools.  

Job Requirements

Minimum Requirements:Associate Degree in a technical discipline and 4-6 years technical/telephony experience with 4 years directly related to the job; or 6 years of directly related telephony or network operations experience and/or an equivalent combination of education and directly related experience required.

EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability and veteran status. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.