UC Support Specialist, Tier 1

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together UC Support Specialist, T1 position with New Era Technology offers you the following: Full Benefits Medical Dental Vision 401K match 7 company holidays + generous PTO *** At this time, we are unable to offer visa sponsorship for this position. Candidates must be authorized to work in the United States without the need for sponsorship now or in the future. The UC Support Specialist, T1 is responsible for the delivery of high-quality IT technical professional services to our clientele , w ith f ocus on various hosted environments , as well as A vaya IP Office . These services may include consulting, on-site (if employee res ides within 2 hou rs of a client location) or remote troubleshooting , and support for client subscribers. Dedication to quality and customer satisfaction are critical success factors for this position. PRIMARY DUTIES include but are not limited to: Customer Satisfaction through the delivery of world class Support S ervices . Optimizing productivity while assigned to customer tickets or projects . Ability to prioritize work through ticket and project status. Problem-solving and resolution of issues and escalating where appropriate . Ticket Quality Control and Ticket Management . Customer Service including phone, video, and email communication . Occasional on-site to nearby customers (less than 1 5%) . Occasional on-call responsibility /rotation . Participation in process improvement initiatives. Documentation skills for customer environments. COMPETENCIES: Outstanding capabilities to troubleshoot various voice offerings in a hosted environment . Strong knowledge o f 8x8, Cisco Webex, Network protocols, and Remote Management tools. Ability to communicate effectively and professionally with all customer contacts . Ability to provide clear written communication for ticket/ project updates. Clear written communication to maintain organization and control over all information related to customer tickets and assignments . Familiarity with Various SBCs including Edge water and Avaya Excellent verbal skills for customer interaction. Excellent documentation skills. Dedicated to always providing exceptional customer service . Proficiency in all aspects of the core technical requirements . Strong team collaboration skills. REQUIRED EXPERIENCE REQUIRED: 3-5 years’ experience as a UC Support Specialist , with strong VOIP and Networking skills Participate in planning and execution of ne w and existing equipment hardware and firmware upgrades , including patching. Advanced technical knowledge of current network hardware, protocols, and internet standards . Strong background with ticketing systems and tracking work. 2+ years in a customer facing role, MSP preferred . 2+ years working with SaaS products . PREFERRED CERTIFICATIONS /Skills : Experience with MSP tools like ITGlue and Connect Wise Manage are a bonus. EXPECTED HOURS OF WORK: Full-time position working 40 hours per week, plus being a part of the On-Call rotation. On-Call rotation is approximately 1 week out of every 6 – 7 weeks. Overtime hours may be required. TRAVEL: Travel is required, but only occasionally, and is less than 15%. Below is the pay range of this position for considered candidates based on qualifications and experience. Pay Range $31.25 — $33.65 USD New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”). View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/ We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com . If you suspect fraudulent activity, please contact us immediately at [email protected] .