Technical Support Representative (L1)

Technical Support Representative (L1)

Convoso is a leading AI-powered contact center platform purpose-built for revenue teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to drive customer growth while supporting adherence to regulatory standards.

While headquartered in Los Angeles, the Convoso team can be found around the globe working in either a hybrid or remote capacity. Awarded as a "best place to work" company, our culture fosters team integrity, positive persistence, and continuous growth. Our core platform powers successful sales teams across multiple industries, giving our customers a competitive edge and streamlined productivity. With built-in Al and automations, our product is a premium offering in a competitive space. We continue to grow our product capabilities to better serve our current customers and to expand into newer markets. Convoso is looking for people who are excited about technology and innovation. We are a company of motivated team players with diverse backgrounds driving accelerated growth in a supportive, positive culture.

The Job:

At Convoso, we're constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That's where you come in.

We are looking for… a Technical Support Representative (L1) who receives, records, and reconciles customer/end-user technical questions on using and implementing computer products in a timely and professional manner.

Stepping into this very challenging role will mean stepping into a dynamic environment. There'll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines.

What You'll Be Doing:

• Customer point-of-contact for technical support product issues
• Educate customers on software and feature set-up
• Assist in building knowledge base documentation with respect to hardware, software, and network requirements to ensure overall compatibility of service and to aid in the timely diagnosis of failures.
• Create and revise current technical documentation for setup procedures, test procedures and failure troubleshooting guides related to our products and services.
• Test and debug new software from the end user's perspective to develop regression lists for the purpose of eliminating bugs and making improvements to features and overall user interaction.
• Ensures all technical support issues are resolved promptly through incoming calls, emails, and live chats and documented through our case management system.
• Read/review support manuals to keep up with the frequent changes, new updates, and features
• Partner with customers to optimize software solution
• Proactive trend analysis to offer preventative solutions and identify/eliminate recurring problems.
• Monitors servers for alarms or potential issues
• Report client provider changes
• On-call, off-site call support on rotating weekend and holiday scheduled days
• Other duties as assigned

Who You Are:

• 2+ years of call center and customer support/service experience
• 1+ years of VOIP experience (SaaS VOIP preferred)
• 1+ years of SaaS troubleshooting experience
• Experience with ZenDesk ticketing system preferred
• Experience with ZenDesk chat system preferred

Work Perks Worth The Hype:

• Competitive compensation package
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• Your birthday off
• Leadership Development Program
• Company Outings
• On and offsite team building events
• Paid training for departments
• Apple laptop (most roles)
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours