Technical Support Escalations Specialist III Broadsmart - Fort Lauderdale, FL Based in Ft. Lauderdale, FL, Broadsmart is a leading provider of cloud enabled hosted voice over IP (VoIP) communication solutions and services for the Enterprise space. The companys premier service, SmartFlex, is a fully hosted business class PBX solution that is fostering new customer facing support opportunities. Broadsmart is seeking a highly experienced (not entry level) Technical Support Escalations Specialist III to assist customers with advanced troubleshooting and problem resolution for managed customer premise equipment and services. The TSS III will be expected to: * Deliver service and support to customers in an inbound and outbound support environment by gathering customers information and determining solutions by evaluating and analyzing customers questions and complaints. * Assist and direct Tier II specialists with installation and troubleshooting of the following: DSL/T1/cable/fiber/ethernet routers, VoIP multi-media terminal adapter, IP phones, other VoIP equipment, and customer voicemail. * Manage and track multiple customer issues through trouble ticket system and calendar applications, and coordinate with field operations personnel at customer sites. * Offer alternative solutions where appropriate with the objective of retaining customers business. * Lead daily subscriber provisioning in Broadsmarts Hosted PBX application and ISP hosting platform. * Follow up and make scheduled call backs to customers where necessary. * Stay current with system information, changes, and updates. Desired Skills and Experience for this position: * Self-directed with hands on knowledge of Cisco routers and switches, and VOIP SBC hardware (Edgewater products ideal but not required) * Networking tools experience including Ethereal/Wireshark, SNMP, BGP/IP trace tools, ftp, telnet, ssh * Experience working in Windows and Mac networking environments and fluent knowledge of IP networking principles including subnetting, NAT, PAT, DHCP, DNS, POP3, SMTP, SIP, RTP, etc. * Solid experience using and troubleshooting MS Windows, and familiarity with MS Word, Excel, and Visio; PowerPoint is a plus but not required. * 2+ years real helpdesk experience * Customer service oriented with emphasis on technical support and solving issues in a timely manner while having clear and professional communication skills; * Works well in a team environment with the ability to multi-task, give and follow direction, and adjust effectively to working with new processes and requirements. Preferred Technical Requirements: * At least two years working in a VoIP environment * VoIP Class 5 Feature Server (Metaswitch, Broadsoft, Sylantro, Asterik, etc.) subscriber provisioning experience * Solaris or Linux command line experience * Candidate will also provide important feedback information for and document ongoing operating process improvements. This position could evolve into a tech support lead / management function over time. Education: 2-year degree from technology/trade school / college or proven equivalent work experience Location: Fort Lauderdale, FL Job Type: Full-time Experience: * Solaris or Linux Command Line: 1 year * VOIP: 2 years 1 hour ago - save job