Director Technical Support Op. | Technical Writer | Collections Representative | Technical Support

Director - Technical Support Operations

We are currently seeking a Director, Technical Support Operations. This position is responsible for expanding the current technical support center to a 24 x 7 hour technical support organization. The Director, Technical Support Operations is responsible for developing standard operating procedures, internal and external escalation paths for technical issues, setting departmental goals, and measuring staff performance. This position is a hands on, day to day technical role that requires a broad technical knowledge. This position is an escalation point for all technical issue encountered during the day to day operation.

Responsibilities:

1) Provides hands on technical support and leadership to operations
2) Acts as an escalation point for all technical issues encounter in normal operations
3) Responsible for the development of standard operating procedures for internal and external escalation paths for technical issues.
4) Setting departmental goals and business objectives.
5) Maintain a high level of technical and industry knowledge.
6) Act as a technical escalation point for staff members.
7) Provide a high level of customer service.
8) Provide leadership, coaching and mentoring to a technical staff.
9) Develop proactive measure to reduce problems.

Qualifications:

4 years managerial or leadership experience of a technical staff.
5 years Telecommunications / VoIP experience.
4 years of customer support experience.
Strong organizational skills required.
Ability to work independently.
Self starter.

For consideration please email your resume to: Stephen Nelson

Technical Writer

GlobalTouch Telecom seeks a Technical Writer to write and develop training and support materials for it’s VoIP (Voice over Internet Protocol) telephone PBX system. Responsibilities include researching, designing, writing, reviewing, editing and maintaining documentation for IP-PBX system. Documentation includes user manuals, training materials, tutorials, website content, and on-line help.

Responsibilities:

1) Create, develop, plan, write and edit and maintain operational, instructional, maintenance or test procedures for paper, multimedia, online help, and web-based publication.
2) Gather information for projects through a combination of research, software testing, and interviews with department heads, project managers, subject matter experts, developers and end-users.
3) Research and translate complex technical information into accurate, concise documentation for non-technical and technical users.
4) Review documentation for other team members to ensure it conforms to the established documentation and quality assurance standards.
5) May document engineering processes and specifications.
6) Recommend formats responsive to technical and customer requirements.
7) Use professional concepts and apply company policies and procedures to resolve a variety of issues.
8) Work on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
9) Receives guidance from COO and Senior Software Engineers to accomplish goals.
10) Familiar with a variety of training and writing concepts, practices and procedures.
11) Display and practice a moderate degree of creativity.
12) Reports to COO
13) Perform other duties as assigned.

Requirements:

* Three to five years of related experience. * Bachelor's degree or equivalent experience in English or related field. * Excellent writing and editing skills required. * Proficiency with desktop publishing tools

* Experience in Telecommunications and VoIP technology a PLUS.

For consideration please email your resume to: Cliff Rees

Collections Representative

GlobalTouch Telecom, Inc. currently has a Collections Representative position available. The Collections Representative makes outbound calls and/or takes inbound calls from customers with past-due accounts, covering a full range of customer inquiries in a prompt and professional manner. Other responsibilities include posting payments, independently recognizing and diffusing escalated customer situations in a patient and courteous manner, and listening, building rapport and displaying empathy when assisting customers in a rapidly changing, fast-paced work environment.

Qualifications:

One to two years collections or customer service experience in a call center environment. Proven negotiation skills and ability to overcome objections, analytical and reasoning skills. Good computer skills, stable work history, strong work ethic, and excellent attendance record.

Available to work anytime between 8 a.m. to 6 p.m. Monday through Friday.

Preferred Experience: Bilingual Spanish/English candidates are highly encouraged to apply.

For consideration please email your resume to: Stephen Nelson

Technical Support

VoIP Technical Support GlobalTouch Telecom currently has a VoIP Technical Support position available.

The Technical and Customer Support Specialist will be handling customers of our innovative VoIP products. They will be responsible for the relationship between the company and its residential, corporate, and reseller customers. Responsibilities include providing account and technical support for residential, corporate and reseller customers, handling account changes, technical support for VoIP and PBX services provided by the company. Other services will include collecting statistics on calls, and responding to inquiries.

Qualifications:

Excellent customer service and interpersonal skills, ability to assist customers via phone or email, continuously learn and retain knowledge of new and existing services offered by the company; excellent verbal and written communication skills; excellent organizational skills and the ability to handle multiple tasks at once; ability to interpret technical instructions, follow diagrams or flow charts, analyze equipment.

Experience:

Minimum one year help desk or customer service experience in a call center environment. Two years VoIP experience is preferred. Some experience with Linux is preferred. Available to work anytime between 6am to 8pm.

For consideration please email your resume to: Stephen Nelson

11845 W. Olympic Blvd. Los Angeles, CA 90064 Telephone: 310.806.4700