Technical Support Product Specialist

About the role

Intermedia is looking for a Technical Support Product Specialist to join its award‑winning Client Services team. You will work entirely from home, providing first‑line assistance to non‑technical end users of cloud communication and collaboration solutions.

Key responsibilities

• Resolve technical issues received via phone, web tickets and live chat, using desktop‑sharing tools.
• Identify trends, document new support issues or product bugs, and report them to senior engineers.
• Collaborate with teammates to close active tickets and ensure a smooth customer experience.
• Upsell additional services by recognizing product improvement opportunities.
• Maintain KPI targets while delivering a worry‑free experience for customers.

Required profile

• At least 1 year of experience in a high‑volume technical support call‑center environment.
• Strong networking knowledge related to VoIP routing, UCaaS and CCaaS products.
• In‑depth understanding of number‑porting processes.
• Ability to gather information from non‑technical users and explain solutions clearly.
• Self‑starter attitude with good time‑management and escalation judgment.

Required skills

• VoIP routing
• UCaaS
• CCaaS
• Number Porting
• Networking
• Troubleshooting
• Desktop‑sharing tools
• Live Chat support

What we offer

• Fully remote work environment
• Opportunities for internal promotion and long‑term career growth
• Supportive team culture focused on teamwork and transparency