WARNING: Ours might be one of them. So before we get into what we're looking for, let's talk a little about who we are at TeleCloud and hopefully why you'll want to join us.

We're a regional team of around 20 very talented people. And yes, if you are wondering, we are humble too. We value relationships over transactions.

Fun fact: Over 10,000 users and 500 businesses are using our TeleCloud UCaaS platform!

We like to say “Our technology is in the Cloud but our people's feet are on the ground.” We're driven by a few core values that ensure we're being excellent to both our customers and our team. Relationships matter, but it's our commitment to individually bettering ourselves that drives the company forward. Working with us, you will find yourself part of a close-knit and energetic environment where you'll develop your industry knowledge as you contribute directly to company growth.

We are looking for a Service Team Lead, who will take ownership of managing daily operations of the service desk, representing TeleCloud to other stakeholders, and helping to bring service tickets to an effective and satisfactory resolution. The Service Team Lead is responsible for assessing and optimizing the performance of our end-user’s telecom network and software issues within our Service Desk Department.

This will be a hybrid position: 80% work from home remote, and 20% on average of traveling to client sites (in tri-state area: NJ, NY, PA) and office (Union, NJ) as needed.

• Manage all operational aspects of the company's Customer Service Desk activities, supporting the resolution of all service problems(tickets) received from customers in a timely fashion.
• Manage and lead the team through day-to-day activities of tracking, updating, escalating, and closing customer requests through our trouble ticketing Hubspot.
• Responsible & accountable for KPI Metrics that ensure our Service Team is delivering an exceptional service experience.
• Responsible for delivering excellent customer service while providing guidance and troubleshooting guidance to Level 1 and Level 2 Service Technicians
• Manage difficult or emotional customer situations and escalate issues to management when necessary
• Use company monitoring tools to assess changes in customer network health and performance; take appropriate action if an event occurs
• Support customers with every changing business need with required moves, adds, and changes to their TeleCloud VoIP telecom solution.
• Work with procurement staff to purchase hardware, software, and other IT supplies and equipment
• Work with our project team and provide support for any active projects of new customer onboarding, customer office moves, or renovations.

• 3+ years' experience managing and supporting a service desk in the technology sector
• Ability to provide excellent customer service in a fast-paced environment, with attention to detail and persistence to solve problems in a timely and professional manner
• Can work closely with business partners on telephony-related issues to assess the impact and manage customer outcome
• Ability to think analytically and solve problems; conduct analysis of alternatives, make recommendations, and issue resolutions
• Strong interpersonal skills, including the ability to communicate effectively, both orally and in writing, to technical and non-technical individuals at all levels of the organization, from entry-level to executive leadership
• Understanding of network troubleshooting diagnostics and methodologies (ping, traceroute, etc.)
• Strong troubleshooting skills with the ability to work independently and with a team
• Possess a solid understanding of networking, LAN and WAN principles, routing, subnets, UDP, TCP, IP, jitter, and latency
• Experience configuring, deploying, and supporting VoIP phone
• Ability to travel to client sites (in tri-state area: NJ, NY, PA) and office (Union, NJ) as needed (20% of time on average)

• Salary commensurate with experience ($75 -100K base + bonus)
• Health and Dental Insurance
• Life Insurance
• Vacation and Sick Leave
• 401K with company match
• A close-knit, family-oriented, and energetic work environment
• Being part of a consistently growing and fast-paced team, with a commitment to continuous development