Technical Support Specialist (L2)

Convoso is a CCaaS leader of contact center software for sales and lead generation teams. Since 2006, Convoso has continuously innovated its cloud based dialer solutions to drive customer growth, while supporting regulatory compliance.

Who We Are:

Convoso is a leading provider of omnichannel contact center software. The company was founded on innovation and continues to push boundaries in our industry.

Headquartered in Los Angeles, the company has employees around the globe working both hybrid and remote. The company culture fosters team integrity, positive persistence, and continuous growth. (A heads up - we were awarded as Built In LA’s Best Places to Work in 2020, 2021 and 2022!)

With Convoso, the future is bright as we continue to evolve our technology.

The company’s foundational product provides the most powerful contact center software available for outbound teams. However, we are expanding our reach by relaunching an advanced version of our conversational AI product. The enhanced capabilities of our Intelligent Virtual Agent (IVA) gives our customers a competitive edge and streamlined productivity by dramatically reducing repetitive tasks. This future forward technology will allow Convoso to grow into new markets across hundreds of use cases.

Convoso is looking for people who are excited about technology and the fast growing, innovative field of IVA and AI. We are a company of motivated team players driving accelerated growth in a supportive, positive culture. We celebrate a diversity of people, ideas, and backgrounds that contribute to one shared community.

Most roles at Convoso function as “hybrid” with some opportunities for travel to in-person business events and company meetings. For remote positions, Convoso’s U.S. hiring is open to candidates who are residents of the following states: AZ, CA, CO, CT, FL, GA, IL, IN, MA, NC, NJ, NV, OH,TX, UT.

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 Specialist who is responsible for providing in-depth, advanced and detailed troubleshooting with our vendors to ensure our software is up and running.

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:

• Manages escalated tickets from Support teams and provides direct L2 technical support to clients.
• Ensures proper steps are taken (diagnosis, testing, and troubleshooting) to bring any cases or escalations to a resolution in a timely manner. and was done at all levels
• Handles Virtual IPs and User Acceptance tickets
• Documents issues and monitors issues throughout solution and closure using the tracking tool.
• Monitors Level 1 troubleshooting steps, proper ticket etiquette, and proper escalation path.
• Provide support assistance, coaching, and mentoring to Level 1
• Seeks updates/developments on escalated tickets and relays it to the affected clients
• Collaborates with development and technical teams to define solutions and requirements.
• Provides after-hours and/or weekend on-call support as needed
• Other duties as assigned
  
  
  

Who You Are:

• Candidate must possess at least Bachelor's/College Degree in Information Technology or equivalent experience.
• 2+ years of relevant experience in email, voice and chat helpdesk/customer support.
• 2+ years of hardware and software troubleshooting.
• 2+ years of SaaS troubleshooting experience in a level 2 capacity (console debugging, data analysis, root cause analysis, etc.)
• Excellent knowledge in MS Excel and Google Sheets
• Hands-on experience in operating in tools/software such as
• Ticketing Tool - Zendesk
  
  
  

Work Perks Worth The Hype:

• Competitive compensation package
• HMO Coverage for Employee plus one dependent (After Regularization)
• 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
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• Monthly Massages
• On-site Car Wash
• Free Parking