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 and SMS!

At Ytel, we put people and culture first. We see our team as our best resource and we have created an environment that fosters collaboration and success. 

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:

  • Acting as the first point of contact for Ytel support, helping customers resolve technical issues and escalating, in a professional manner, when necessary  
  • Maintaining excellent levels of service and communication with our customers
  • Developing, maintaining, and continuously improving those relationships
  • Responding to customer emails, live chats, telephone calls and service cases/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 cases and/or corresponding Slack channels
  • Training customers how to best utilize our products and services to achieve maximum results
  • Communicating unpleasant customer experiences to your Manager, allowing for follow up with the appropriate departments

The Ideal Candidate Will Have:

  • Extensive experience with troubleshooting internet/network connectivity both at home and in an office environment
  • Experience supporting end users who may not have familiarity or experience with computers and/or the internet
  • A robust home network, capable of multiple voice and/or video calls simultaneously with a minimum of 200 Mbps down and 20 Mbps up. Wired ethernet connection required. Packages with “Unlimited internet” consumption recommended.
  • A familiarity with ticketing systems used to create trackable service case requests
  • Both Mac and PC knowledge
  • Familiarity with web-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 work on multiple projects, prioritize each and efficiently manage time to ensure timely completion of all
  • Social skills and an engaging personality 
  • Excellent written and verbal communication skills
  • 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 *