We’re a software company with a passion to help businesses better communicate with customers, prospects and leads. We geek out over the challenges of telecom and deliver cutting edge, cloud-based communications solutions. As a full-service carrier, with a company-owned network, Ytel takes pride in being hands on with our customers as they build. Our mission is to power human communications on a global scale through voice, SMS, email, and ringless voicemail!

At Ytel, we put people and culture first. We see our team as our best resource and create an environment that fosters collaboration and success. Whether it’s our team events or lunches (provided by Ytel), we are always finding ways to bring the team closer together.

The Ytel family is continuing to grow, and we are currently looking to add a member to our awesome Customer Support team. We need someone with a passion for technology, who gets excited about the idea of leaving their fingerprints on change!

What You'll Be Doing:

  • Maintaining excellent levels of service and communication with our customers
  • Acting as the first point of contact for Ytel support, helping customers resolve technical issues and escalating, in a professional manner, when necessary
  • Developing, maintaining, and continuously improving those relationships
  • Responding to customer emails, live chats and service tickets in a timely manner, ensuring SLA’s are met at all times
  • Following up on active customer support requests. Ensuring customers are being kept up to date on any open requests
  • Relaying customer conversations/notes to the team via tickets and corresponding Slack channels
  • Communicating unpleasant customer experiences to your Manager, allowing for follow up with the appropriate departments

The Ideal Candidate Will Have:

  • Troubleshooting skills, ideally with audio and video experience
  • Both Mac and PC knowledge
  • Familiarity with browsers (specifically Chrome)
  • Experience troubleshooting API’s and an understanding of what they are
  • Self-motivation with the ability to work both independently as-well-as within a team
  • Demonstrated exceptional attention to detail and organizational skills
  • Ability to multi-task and efficiently manage time
  • Social skills and an engaging personality
  • Strong communication skills, both written and verbal
  • Patience, and the ability to listen
  • Willingness to expand current skill sets and learn new skills
  • Any experience with SQL queries, SIP or VOIP would be a HUGE plus
* Successful applicants will be asked to show proof that they can legally work in the US *