38 jobs found in San Ramon

As the Technical Support Manager for vCom, you will ensure the success of the Technical Support (TS) Team. The TS Team is the repair support and lower level engineering team working with our customers to proactively monitor customer networks, resolve service outages, trouble tickets and troubleshooting hardware and network configurations. You oversee and ensure the TS Team's timely and accurate submittal of carrier tickets, as well as the documentation and support of client services using different ticketing tools such as email, phone calls, web portals, etc. based on each carrier. The TS Team updates our internal ticketing systems with ticket status, SLA reviews, proactive notifications and billing information when applicable. The TSM is responsible for ensuring the TS Team maintains up-to-date and accurate ticket notes, documents processes and procedures, follows carrier escalations and updates all appropriate fields within the vCom database. In your first month, you'll: Gain basic understanding of our model, customers, carrier partnerships, products Get introduced to our vCom and NOC processes In your first 3 months, you'll: Begin fully managing the NOC team day to day, holding the team accountable and maintaining focus on definition of success for the team Handling all management level escalations, providing NOC QBRs for top 5 customers In your first 6 months, you'll: Rally NOC team to execute on management's vision and embrace change Create and deepen partnerships with customers and carriers Develop relationships with vCom team members What you'll do: Oversee the management of customer and carrier trouble tickets for Data (including DS-1, DS-3, xDSL, P2P, MPLS, SD-WAN, Cable, Ethernet Over Copper or DS1 and Native Ethernet) and Voice (including SIP, PRI, POTs, LD and Toll Free) technologies Oversee the team to manage Service Tickets from inception to completion Ensure the team maintains accurate notes on all client interaction; follow-up with carriers/vendors Remotely troubleshoot customer premise equipment and networking issues, including routing, bandwidth utilization, latency, DNS, and other network access problems Oversee a team that configures customer premise equipment for Data technologies and ship to customer for testing Oversee a team that proactively monitors networks and provides on-going network monitoring support Provide overflow front-line call support for Technical Support weekdays Oversee the team that participates in after-hour coverage late nights and weekends on a routinely scheduled basis (shared responsibility), as part of a 24x7 coverage schedule. Address client escalations and coordinate resolutions Work to establish department structure and needs as they tie into vCom's and its clients' needs; recruit, hire and train qualified personnel based on the department structure Manage the team to drive escalations with the carriers, to ensure timely resolution and service restoral Work with other departments and facilitate the development of internal processes that ensure client needs are met through teamwork and collaboration Enjoys coaching and counseling early career individuals Work with managed carriers to integrate new products into vCom's portfolio of products Work with managed carriers to maintain positive working relationships and establish quarterly review meetings to provide SLA feedback Prepare and manage metrics/reports from Carrier OSS databases and internal databases Oversee the team coordinating dispatch dates with vCom Solutions Project Managers, vCom Solutions affiliates, or customers Actively work to come up with ways to improve the department's ability to effectively support clients, while gaining more efficiency Actively work to learn and assist in documenting client configurations and specifics necessary to effectively provide technical support Assist the Engineering and TS Teams to work with vCom customers and vCom Project Managers on troubleshooting problems with newly installed services Oversee the maintenance of internal tracking systems to ensure they are up to date, including keeping any customer viewable milestones or dates current Perform Engineering and TS responsibilities as needed Travel once per quarter or as required to support remote employee training and development Generate correspondence to customers in regards to current and upcoming industry events, delays in support and natural disasters Assist on special projects What you'll bring: Active/current network or service operation certification (ie Cisco CCNA/CCNP/CCIE, Juniper JNCIA/JNCIS/JNCIP/JNCIE, CISSP, ITIL) or equivalent strongly recommended. 3-5+ years management experience in a carrier call center environment 3-5 years of technical customer service experience in telecommunication technologies and carrier configurations for Data Connectivity (Internet T1s, private lines and MPLS). Knowledge of VPLS, OC12, OC3, Ethernet over copper or DS1 and Native Ethernet required 3-5 years of demonstrated hands-on experience with various carriers, including facilities-based and non-facilities-based ISPs, CLECs, and ILECs; experience with large/national connectivity providers preferred 3-5+ years of telecommunications leadership experience Demonstrated strong knowledge of networking essentials, including LAN/WAN, routing and networking protocols, DNS, TCP/IP, networking hardware and Internet services Demonstrated hands-on experience with performing basic Router configuration and troubleshooting, including Internet, private lines, SD-WAN and MPLS Experience in VoIP, SIP trunking and TDM voice services Demonstrated experience with the various layers of a carrier's infrastructure and services, from customer premise equipment to provider edge Self-motivated, with high learning aptitude, and initiative Resourcefulness, strong presentation skills and drive Strong PC skills including knowledge of MS Word, Excel, Outlook Excellent organizational, time management, and multi-tasking skills Attention to detail and accuracy a must Strong data entry skills Ability to work autonomously and in a team environment Ability to place tickets via phone, attend meetings via phone and availability for technician or carrier calls Ability to work in multiple web based systems and platforms Strong analytical and problem-solving skills; the ability to determine how to resolve an issue based a complex set of variables A genuine desire to own a problem, completely through to its resolution It's also helpful if you've got: BA/BS strongly preferred The Selection Process After submitting a resume, qualified candidates will be invited to complete two separate assessments Once the assessments are completed, candidates will participate in a pre-screening phone screen with Human Resources A select group of candidates will be interviewed (by phone, video call, and/or in-person - rounds of interviews may include team members, managers, and executives) About vCom vCom is a cloud-based software and managed services company focused on helping enterprises manage IT spend from procure-to-pay. We empower mid-market organizations to manage all of their technology relationships in a much simpler way. We are among the fastest growing companies, most appreciated by employees, and valued by our customers. vCom has received the prestigious Best Places to Work award in the SF Bay Area for twelve years running and is one of Glassdoor's Best Places to Work in 2019 (Employee's Choice, Small Business List). Our growth, innovation, and strong customer relationships are driven by our incredible employees who thrive on delivering amazing outcomes for our customers and team members. EEO Statement The Equal Employment Opportunity Policy of vCom Solutions, Inc. is to provide a fair and equal employment opportunity for all job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. vCom Solutions hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

Overview As a Technical Support Specialist for vCom, you will focus on being a customer advocate and providing a unique balance of customer focus along with technical expertise. You make amazing customer service your priority at all times. Your attention to detail is impeccable, you learn quickly, and you have excellent communication skills. You have a great sense of pride in your work and strive to contribute to the overall success of the team at all times. You're comfortable being held accountable in a team-oriented environment. You see opportunities to improve processes and confidently bring your ideas to the table. You're driven to face challenges head on with a sense of urgency and follow through to reach resolutions. You will receive the training necessary to become an expert within the technical support team! Your training will provide opportunities to learn about a wide variety of technologies. You'll learn through training videos, in-house sessions, simulations, and hands-on experience. With mastery of the role, comes growth within vCom. If you're looking to get your foot in the technical support door, this could be a great role for you. In your first month, you'll: Be exposed to a wide variety of products ranging from Primary Rate Interface (PRI), Direct Internet Access (DIA), Multi-Protocol Label Switching (MPLS), Software Defined Wide Area Networks (SDWAN), Plain Old Telephone Service (POTS), and more Learn internal systems and processes Learn basic functions of external vendor and partner portals to resolve customer issues Make connections with vCom team members with whom you will be interacting most frequently Follow up on existing customer issues and take the lead on lower priority issues (ex. POTS and DSL) to get a feel for the resolution process In your first 3 months, you'll: Continue to become familiar with higher priority and more complex networking issues Follow up via outbound phone calls, email, and internal tools within in our service guidelines to maximize customer satisfaction Handle inbound customer phone calls and provide support on product suite Generate customer service notifications for maintenance events and proactive service alerts In your first 6 months, you'll: Meet or exceed department standards for the Tier I Tech Support role Be fully comfortable in all aspects of the role and able to work independently and meet deadlines Own higher level escalations that may involve vCom leadership Identify opportunities to streamline work process and increase efficiency Continue to build rapport and be fully established as a go-to resource for vCom's customers, such that the customer views you as an extension of their own team What you'll do: Critically think through and troubleshoot business networks Accurately answer a variety of technical questions about vCom's services Provide each customer with an Amazing Service experience by answering phones before the 2nd ring, resolving concerns with minimal hold time, assist with customized solutions to help their business succeed within Service Level Agreement (SLA) Work to meet and exceed a set of daily metrics May include shift work What you'll bring: Some college or equivalent Excellent computer skills, including MS Office Ability to grasp technical concepts quickly and explain them to others Professional demeanor with a commitment to providing stellar customer experiences and productive teamwork Must have a commitment to supporting customers' success with vCom's services Possess a passion for learning and instituting industry-leading support tactics and best practice Ability to prioritize issues and work at an efficient pace, which may include multi-tasking Strong work ethic and an extraordinary attention to detail Ability to work independently and effectively with a team Ability to communicate effectively with customers and all levels of the organization Excellent written and verbal communication skills Strong analytical and problem-solving skills Ability to take on projects while maintaining current workload tasks Self-motivated, with high learning aptitude, and initiative Ability to cope with stressful situations and maintain a calm and professional demeanor It's also helpful if you've got: Technical certifications, such as Comp TIA A+, Net+, Cisco CCENT and/or CCNA, or others Prior experience working at a help desk or in a customer service/tech support call center Telecom experience VoIP experience a plus Prior experience working with large unified communications platforms Ability and eagerness to learn new systems and databases Compensation $15-20/hour The Selection Process Submit your resume to this posting Qualified candidates will be invited to complete two assessments Once the assessments are completed, candidates will participate in a pre-screening phone conversation with Human Resources A select group of candidates will be interviewed (rounds of interviews may include the NOC Supervisor and Manager, the VP of Carrier Operations, and vCom's COO) About vCom vCom is a cloud-based software and managed services company focused on helping the mid-market manage IT spend from procure-to-pay. We empower mid-market organizations to manage all of their technology relationships in a much simpler way. We are among the fastest growing companies, most appreciated by employees, and valued by our customers. vCom has received the prestigious Best Places to Work award in the SF Bay Area for eleven years running. Our growth, innovation, and strong customer relationships are driven by our incredible employees who thrive on delivering amazing outcomes for our customers and team members. EEO Statement The Equal Employment Opportunity Policy of vCom Solutions, Inc. is to provide a fair and equal employment opportunity for all job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. vCom Solutions hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

Overview As a Technical Support Specialist for vCom, you will focus on being a customer advocate and providing a unique balance of customer focus along with technical expertise. You make amazing customer service your priority at all times. Your attention to detail is impeccable, you learn quickly, and you have excellent communication skills. You have a great sense of pride in your work and strive to contribute to the overall success of the team at all times. You're comfortable being held accountable in a team-oriented environment. You see opportunities to improve processes and confidently bring your ideas to the table. You're driven to face challenges head on with a sense of urgency and follow through to reach resolutions. You will receive the training necessary to become an expert within the technical support team! Your training will provide opportunities to learn about a wide variety of technologies. You'll learn through training videos, in-house sessions, simulations, and hands-on experience. With mastery of the role, comes growth within vCom. If you're looking to get your foot in the technical support door, this could be a great role for you. In your first month, you'll: Be exposed to a wide variety of products ranging from Primary Rate Interface (PRI), Direct Internet Access (DIA), Multi-Protocol Label Switching (MPLS), Software Defined Wide Area Networks (SDWAN), Plain Old Telephone Service (POTS), and more Learn internal systems and processes Learn basic functions of external vendor and partner portals to resolve customer issues Make connections with vCom team members with whom you will be interacting most frequently Follow up on existing customer issues and take the lead on lower priority issues (ex. POTS and DSL) to get a feel for the resolution process In your first 3 months, you'll: Continue to become familiar with higher priority and more complex networking issues Follow up via outbound phone calls, email, and internal tools within in our service guidelines to maximize customer satisfaction Handle inbound customer phone calls and provide support on product suite Generate customer service notifications for maintenance events and proactive service alerts In your first 6 months, you'll: Meet or exceed department standards for the Tier II Tech Support role Be fully comfortable in all aspects of the role and able to work independently and meet deadlines Own higher level escalations that may involve vCom leadership Identify opportunities to streamline work process and increase efficiency Continue to build rapport and be fully established as a go-to resource for vCom's customers, such that the customer views you as an extension of their own team What you'll do: Critically think through and troubleshoot business networks Accurately answer a variety of technical questions about vCom's services Provide each customer with an Amazing Service experience by answering phones before the 2nd ring, resolving concerns with minimal hold time, assist with customized solutions to help their business succeed within Service Level Agreement (SLA) Work to meet and exceed a set of daily metrics May include shift work What you'll bring: 3+ years of technical customer service experience supporting Data Connectivity and/or managing carrier services Some college or equivalent Excellent computer skills, including MS Office Ability to grasp technical concepts quickly and explain them to others Professional demeanor with a commitment to providing stellar customer experiences and productive teamwork Must have a commitment to supporting customers' success with vCom's services Possess a passion for learning and instituting industry-leading support tactics and best practice Ability to prioritize issues and work at an efficient pace, which may include multi-tasking Strong work ethic and an extraordinary attention to detail Ability to work independently and effectively with a team Ability to communicate effectively with customers and all levels of the organization Excellent written and verbal communication skills Strong analytical and problem-solving skills Ability to take on projects while maintaining current workload tasks Self-motivated, with high learning aptitude, and initiative Ability to cope with stressful situations and maintain a calm and professional demeanor It's also helpful if you've got: Industry and vendor specific certifications and training (CompTIA A+/Network+, Cisco CCNA, Juniper JNCIA, Microsoft MCSA, CISSP, etc...) Prior experience working at a help desk or in a customer service/tech support call center Telecom experience VoIP experience a plus Prior experience working with large unified communications platforms Ability and eagerness to learn new systems and databases Schedule/Shift The schedule for this position is 1pm-10pm Monday-Friday and may include additional on-call hours. This schedule is subject to change. Compensation The estimated pay range for this position is $45k-60k annually. The Selection Process Submit your resume to this posting Qualified candidates will be invited to complete two assessments Once the assessments are completed, candidates will participate in a pre-screening phone conversation with Human Resources A select group of candidates will be interviewed (rounds of interviews may include the NOC Supervisor and Manager, the VP of Carrier Operations, and vCom's COO) About vCom vCom is a cloud-based software and managed services company focused on helping enterprises manage IT spend from procure-to-pay. We empower mid-market organizations to manage all of their technology relationships in a much simpler way. We are among the fastest growing companies, most appreciated by employees, and valued by our customers. vCom has received the prestigious Best Places to Work award in the SF Bay Area for twelve years running and is one of Glassdoor's Best Places to Work in 2019 (Employee's Choice, Small Business List). Our growth, innovation, and strong customer relationships are driven by our incredible employees who thrive on delivering amazing outcomes for our customers and team members. EEO Statement The Equal Employment Opportunity Policy of vCom Solutions, Inc. is to provide a fair and equal employment opportunity for all job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. vCom Solutions hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

As an Accounts Payable Specialist for vCom, you will focus on handling all vendor invoices from data entry to payments, checking the accuracy of your own work, and then working with the Accounting Manager to ensure payables are managed appropriately at every stage. Your attention to detail is impeccable, you learn quickly, and you have excellent communication skills. You have a great sense of pride in your work and strive to contribute to the overall success of the team at all times. You're comfortable being held accountable in a team-oriented environment. You see opportunities to improve processes and confidently bring your ideas to the table. You're driven to face challenges head on with a sense of urgency and follow through to reach resolutions. In your first month, you'll: Learn internal systems and processes Understand multi-level GL codes and how to apply them, look for and track balances, credit and adjustments, make the appropriate payments using pre-defined methods Record bills and payments in Quickbooks Learn basic functions of external vendor and partner portals in order to obtain invoices and make payments Make connections with vCom team members with whom you will be interacting most frequently (Revenue Assurance, Regulatory) Make connections with our billing contacts at various vendors, and learn the respective portals for each of these vendors In your first 3 months, you'll: Set up new vendors in Quickbooks and Costing Tool Work with Revenue Assurance on identifying and coding carrier credits Learn basic iPath and BDA skills Prepare reports for weekly payment batches Reconcile vendor balances/statements against internal records Learn how to file disputes with our carriers, and effectively manage the resolution process Work with third party vendor portal to submit payment files and obtain payment status reports Create, assign and update finance cases for all credit card holders Work in Concur to review, clarify, approve and close expense reports Audit and reconcile Concur transactions in Quickbooks In your first 6 months, you'll: Audit your own entries and present summary findings to management Be completely comfortable in the role and able to work independently and meet deadlines Identify opportunities to streamline work process and increase efficiency What you'll do: Organize invoices in order to manage the timing of payments Track monthly expected invoices and due dates. Obtain copies of invoices not received Print invoices from online portals and emails Prepare weekly payment batches Review all the vendor invoices, identify cost of goods invoices vs. managed services invoices Apply judgment to the charge elements in each invoice, ensuring that the correct GL codes are being used. Set up new vendors in Quickbooks, Costing Tool and BDA Enter all vendor invoices and payments into Quickbooks Make vendor payments (direct and via third party processor) Communicate with vendors for any account changes and consolidations Identify internal pricing errors and solutions Create, track and update finance cases for each credit card holder Review, clarify, approve and close expense reports in Concur Oversee activities with payment vendor, working within their online portal to review and obtain payment records in order to update Quickbooks Quality assurance audits of all bill and payment entries Continuously monitor, recommend and implement process improvement initiatives to increases effectiveness and productivity of department File disputes with vendors and follow through to satisfactory resolution Identify additional opportunities to reduce vendor costs Maintain confidentiality of sensitive information Perform other duties as assigned What you'll bring: Minimum of 3 years of related prior accounting experience Associate degree in Accounting, Finance or other related field; or equivalent combination of education and experience Excellent computer skills, including intermediate level Excel skills Professional demeanor with innate aptitude to understand and ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists and effectively communicate findings in written, oral, diagram, or schedule form Extraordinary attention to detail Excellent reconciliation skills Assist Accounting Manager with weekly cash needs and cash planning Ability to work independently and to multi-task in a fast paced environment Ability to communicate effectively with external parties, as well as team member at all levels Excellent communication skills in all areas: verbal, written, and listening Comfort in posing questions and engaging in problem solving dialogue Strong analytical and problem-solving skills Ability to take on projects while maintaining current workload tasks Self-motivated, with high learning aptitude, and initiative Ability to cope with stressful situations and maintain a calm and professional demeanor Ability to work precisely with data and ensure that work meets quality standards It's also helpful if you've got: Telecom accounting experience Ability and eagerness to learn new systems and databases Basic knowledge of Quickbooks Intermediate level expertise in Excel Administrative level experience in Concur Experience with third party payments processor Contact Telecom / Billing Data Analyzer experience The Selection Process After submitting a resume, qualified candidates will be invited to complete two separate assessments Once the assessments are completed, candidates will participate in a pre-screening phone screen with Human Resources A select group of candidates will be interviewed (rounds of interviews may include the team, the VP of Finance, and vCom's CEO) About vCom vCom is a cloud-based software and managed services company focused on helping enterprises manage IT spend from procure-to-pay. We empower mid-market organizations to manage all of their technology relationships in a much simpler way. We are among the fastest growing companies, most appreciated by employees, and valued by our customers. vCom has received the prestigious Best Places to Work award in the SF Bay Area for twelve years running and is one of Glassdoor's Best Places to Work in 2019 (Employee's Choice, Small Business List). Our growth, innovation, and strong customer relationships are driven by our incredible employees who thrive on delivering amazing outcomes for our customers and team members. EEO Statement The Equal Employment Opportunity Policy of vCom Solutions, Inc. is to provide a fair and equal employment opportunity for all job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. vCom Solutions hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

Requisition ID # 26522 Job Category : Procurement / Supply Chain Job Level : Individual Contributor Business Unit: Human Resources Job Location : San Ramon Department Overview The Sourcing organization is the functional lead for the procurement of materials and services at Pacific Gas and Electric Company. The department collaborates with internal clients and suppliers managing $5 billion of annual company spend to develop mutually beneficial total cost solutions for goods and services. The department provides the following services to internal clients: procurement of goods and services, strategic sourcing and cost savings, contract management, supplier relationship management, supplier diversity planning, execution and outreach, compliance management, ongoing procurement field support and management of the procure to pay cycle. Position Summary This job is represented by Engineers and Scientists of California (ESC) and is subject to collective bargaining. This position is responsible for working with internal Line of Business (LOB) clients to negotiate, execute and implement contracts for the procurement of goods and services for clients in assigned functional areas. You will support governance and compliance of contract approval process from contract creation through the contract award process; work to enhance client experience with Sourcing by demonstrating aptitude in driving strategic value and operational excellence to meet client needs; and collaboratively work with client partners and Sourcing team members in developing and amending all types of contracts between PG&E and suppliers, with the exception of master service agreements. Responsibilities: Collaborate with LOB partners and Sourcing team members to develop, write, and negotiate new contracts and renewals (i.e. all types of contracts between PG&E and suppliers, with the exception of Master Service Agreements) of low to moderate complexity Lead and/or assist in running Quick Bids. Consult and train LOB on the sourcing process; utilizes training materials as available Provide support in interpreting contractual language for contracts of low to moderate level of complexity Proactively review sourcing process across LOBs to identify areas of improvement Process Purchase Requisitions (PRs) and provide updates on status of PR's when requested Create, review, and issue purchase orders, contracts and CWAs generated from PRs; executes up to signing authority Ensure all PRs, purchase orders, and contract documents comply with all PG&E policies, processes, and procedures Process Return Material Authorizations for materials purchases Maintain accurate records in procurement systems Identify and maintain catalogs in procurement systems Submit new vendor information for setup in procurement systems Engage Women, Minority, and Disabled Veteran business enterprises from among PG&E approved vendors to support supplier diversity goals. Qualifications Minimum: 2 years of supply chain or related work experience Bachelor's degree or equivalent work experience Desired: Strong attention to detail Ability to work in team environment Ability to work on multiple issues and tasks Possess general technical knowledge with ability and desire to continue increasing business and technical knowledge base Advanced SAP and Ariba skills (or advanced skills on similar procurement systems) Advanced Microsoft Office skills (Excel, Word, and PowerPoint) skills Ability to prioritize, plan, perform and communicate activities, both in written and verbal form Good interpersonal skills and team focus Ability to interface effectively with the line of business up to the director level

We are seeking an experienced and highly energetic culinary leader with 5-7 years of high volume experience in a culinary focused environment. An excellent leader who will partner with their front of house counterpart in delivering an amazing culinary experience while continuing grow our connection to the community. We offer a competitive salary ($85K) and bonus program, excellent benefits and tremendous opportunity for growth.

As a Tier 2 Technical Support Specialist for vCom, you will focus on being a customer advocate and providing a unique balance of customer focus along with technical expertise. Responsible for fielding, diagnosing, and troubleshooting incoming customer requests and issues via the phone, software and e-mail within a 24x7x365 high-availability call center environment. You bring your knowledge of data and voice services to troubleshoot active issues with the carrier and swift resolution for the customer. You make amazing customer service your priority at all times. Your attention to detail is impeccable, you learn quickly, and you have excellent communication skills. You have a great sense of pride in your work and strive to contribute to the overall success of the team at all times. You're comfortable being held accountable in a team-oriented environment. You see opportunities to improve processes and confidently bring your ideas to the table. You're driven to face challenges head on with a sense of urgency and follow through to reach resolutions. You will bring the technical foundation necessary to support our customers' voice, Internet and private networks. You will become an expert within the vCom technical support team! Leveraging your technical foundation, you will be required to focus on additional training of new technologies like SD-WAN, Cloud Security, etc. You will learn the details of our customer networks through training videos, in-house sessions, simulations, and hands-on experience. With mastery of the role, comes growth within vCom. In your first month, you'll: Be exposed to a wide variety of products ranging from voice services such as Voice Over IP (VoIP), Primary Rate Interface (PRI), Plain Old Telephone Service (POTS), Internet services including Cable, Direct Internet Access (DIA), and private network services such as Multi-Protocol Label Switching (MPLS), Software Defined Wide Area Networks (SDWAN), and more Learn internal systems, processes, escalation paths Generate customer service notifications for maintenance events and proactive service alerts Learn the functions of external vendor and partner portals to resolve customer issues Make connections with vCom team members with whom you will be interacting most frequently Handle inbound customer phone calls Follow up on existing customer issues and take the lead on repair tickets to get a feel for the resolution process In your first 3 months, you'll: Continue to become familiar with higher priority and more complex networking issues Continue to follow up via outbound phone calls, email, and internal tools within in our SLAs to maximize customer satisfaction Leverage your data and voice background to effectively troubleshoot and resolve connectivity, latency, voice quality and other common issues Provide Tier 2 support on product suite Have an active working knowledge of our large customer networks In your first 6 months, you'll: Meet or exceed department standards for the Tier 2 Tech Support role Be fully comfortable in all aspects of the role and able to work independently and meet deadlines Own all escalations that may involve vCom leadership Mentor and Train Tier 1 team members MNS support including leveraging the platform history for utilization and reporting data to provide network recommendations to customers Access SD-WAN orchestrators to support troubleshooting and customer MACD requests with the help of vCom's Tier 3 team Configure and fully support vCom provided hardware Manage vCom hardware inventory Identify opportunities to streamline work process and increase efficiency Continue to build rapport and be fully established as a go-to resource for vCom's customers, such that the customer views you as an extension of their own technical team What you'll do: Critically think through and troubleshoot business networks including but not limited to BGP issues, SD-WAN functionality, call quality problems and understanding of CLI Accurately answer a variety of technical questions about vCom's services Provide remote configuration support for vCom managed hardware Provide each customer with an "Amazing Service" experience by answering phones before the 2nd ring, resolving concerns with minimal hold time, assist with customized solutions to help their business succeed within SLA Own customer and carrier escalations Work to meet and exceed a set of daily metrics Provide On Call customer support approximately 1 week per month May include shift work What you'll bring: 3+ years of technical customer service experience supporting Data Connectivity, Voice Issues, Private Networks and managing telecom and/or carrier services 3+ years of help desk or technical support call center experience Industry and/or vendor specific certifications and completed training (ie. CompTIA A+/Network+, Cisco CCNA, Juniper JNCIA, Microsoft MCSA, CISSP, etc...) Practical experience with routing and switching Specialized experience with security and/or voice a plus BA/BS or equivalent Excellent computer skills, including MS Office Ability to grasp technical concepts quickly and train others Possess a passion for learning and instituting industry-leading support tactics and best practice Ability to prioritize issues and meet/exceed SLAs Strong analytical and problem-solving skills with extraordinary attention to detail Ability to work independently and effectively with a team using a strong work ethic Ability to communicate effectively with customers and all levels of the organization using excellent written and verbal communication skills Professional demeanor with a commitment to providing stellar customer experiences and productive teamwork Self-motivated, with high learning aptitude, and initiative Ability to cope with stressful situations and maintain a calm and professional demeanor Ability to take on projects while maintaining current workload tasks Compensation The estimated pay range for this position is $45k-60k annually. The Selection Process Submit your resume to this posting Qualified candidates will be invited to complete two assessments Once the assessments are completed, candidates will participate in a pre-screening phone conversation with Human Resources A select group of candidates will be interviewed (rounds of interviews may include the NOC Lead and Manager, and the VP of Carrier Operations) About vCom vCom is a cloud-based software and managed services company focused on helping enterprises manage IT spend from procure-to-pay. We empower mid-market organizations to manage all of their technology relationships in a much simpler way. We are among the fastest growing companies, most appreciated by employees, and valued by our customers. vCom has received the prestigious Best Places to Work award in the SF Bay Area for twelve years running and is one of Glassdoor's Best Places to Work in 2019 (Employee's Choice, Small Business List). Our growth, innovation, and strong customer relationships are driven by our incredible employees who thrive on delivering amazing outcomes for our customers and team members. EEO Statement The Equal Employment Opportunity Policy of vCom Solutions, Inc. is to provide a fair and equal employment opportunity for all job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. vCom Solutions hires and promotes individuals solely on the basis of their qualifications for the job to be filled.