Tier I Tech Support - San Francisco
FuzeBox, Inc. - San Francisco, CA

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Technical support specialist I

This crucial role is the main point of contact between the Fuze and our customers. You will be accountable for ensuring continuity of services for users by providing the technical expertise, assistance necessary to install, troubleshoot and resolve technical problems.

Serve as primary technical lead to Fuze customers
Respond to customer phone calls, emails and chats regarding product questions, problems, or general assistance.
Research and resolve technical and non-technical issues to ensure customer retention and satisfaction.
Provide one-on-one phone support to customers.
Provide feedback to the Company regarding service failures or customer concerns.

Knowledge of UDP, TCP, VoIP (SIP, H323), and firewalls
VOIP – Understand SIP and H323
Ability to troubleshoot both Mac and Windows OS and manage basic conflicts within the operating system (general understanding of firewalls and NAT).
Strong understanding the differences between UDP and TCP.
Firewalls (i.e., what does a stateful firewall do)
Understanding of TCP/IP, proxy server functionality, and SSL, basic email delivery protocols
Ability to use multiple resources, including web resources, to get current information to troubleshoot and analyze issues
Solid understanding of software, hardware and network environments and issues.
Experience providing exceptional support and confident communication to executive level customer contacts.
Strong interpersonal skills and knowledge navigating dynamics in a large organization.
Ability to prioritize workload and shift attention among changing priorities.
Ability to learn on the fly and complete tasks that requires independent decisions.
Solid knowledge of web collaboration tools, internet functionality, basic network, and telephony concepts
Understanding of file types and file delivery methodologies
Creative trouble shooting/problem resolution skills
Associate degree in computer science or equivalent experience; Bachelor of Science, preferred
Four or more years of professional experience in technical support or IT experience with a broad understanding of software, hardware and network environments and issues
Previous work experience in SaaS support environment is a plus

Nothing’s more exciting than working at a dynamic, high potential startup
Super collaborative environment where every opinion matters
Our drive to constantly innovate attracts the best and brightest
Casual dress code
Catered lunch and happy hour every Friday
Full benefits and 401K

FuzeBox (based in SF and San Mateo) enables enterprise professionals to conduct high-resolution, cloud based, real-time video meetings where all participants’ screens are synched from anywhere, no matter the device. We are raising the bar set by other products in terms of audio, video, and reliability. With a Series A of $20M in July 2012, we are aggressively taking market share from our competitors and creating cutting edge technology.