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.

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.

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

 

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

Full Benefits

Medical

Dental

Vision

401K match

7 company holidays + generous PTO

*** 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.

The UC Support Specialist, T1   is responsible  for  the delivery of high-quality IT technical professional services to our clientele , w ith  f ocus  on  various   hosted environments , as well  as  A vaya  IP Office .   These services may include consulting, on-site  (if  employee  res ides  within  2 hou rs of a client location)  or  remote troubleshooting ,  and support for client  subscribers.  Dedication to quality and customer satisfaction are critical success factors for this position.    

PRIMARY DUTIES include but are not limited to:    

Customer Satisfaction through the delivery of  world class   Support S ervices .  

Optimizing  productivity while assigned to  customer tickets or projects .  

Ability to prioritize work through ticket and project status.  

Problem-solving  and resolution of   issues   and escalating  where  appropriate .  

Ticket Quality Control  and Ticket Management .  

Customer  Service  including phone, video, and email communication .  

Occasional on-site to nearby customers  (less than  1 5%) .  

Occasional on-call responsibility /rotation .  

Participation in process improvement initiatives.  

Documentation skills for customer environments.  

COMPETENCIES:    

Outstanding  capabilities to troubleshoot  various voice offerings  in a hosted  environment .  

Strong knowledge o f  8x8, Cisco  Webex,   Network  protocols, and  Remote Management tools.  

Ability to communicate effectively and professionally with all customer contacts .  

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

Clear written communication  to  maintain  organization and control over all information related to customer  tickets and assignments .  

Familiarity with Various SBCs including Edge water  and Avaya  

Excellent verbal skills for customer interaction.  

Excellent documentation skills.  

Dedicated to  always providing exceptional customer service .  

Proficiency  in all aspects of the core technical requirements .  

Strong team  collaboration skills.  

 

REQUIRED EXPERIENCE REQUIRED:   

3-5   years’ experience  as a  UC Support Specialist , with strong  VOIP and Networking skills  

Participate in planning and execution of ne w and existing equipment hardware and  firmware  upgrades , including patching.  

Advanced  technical knowledge of current network hardware, protocols, and internet standards .   

Strong background with  ticketing systems and tracking work.  

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

2+ years working with SaaS products .      

PREFERRED  CERTIFICATIONS /Skills :  

Experience   with MSP tools like   ITGlue   and Connect Wise Manage  are  a bonus.  

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.   

TRAVEL:  Travel is required, but only occasionally, and is less than 15%.   Below is the pay range of this position for considered candidates based on qualifications and experience.

Pay Range $31.25 — $33.65 USD

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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