RESPONSIBILITIES INCLUDE:
- Testing and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting, testing with carriers, and working with customer vendors and/or technical support NOC's. This could include viewing router logs, loop testing, head to head testing, and PM Stats or a combination of all of the above.
- Working directly with CLEC's and ILEC's to troubleshoot customer transport issues.
- Inbound/outbound technical call handling from customers, agents, and transport partners. Create internal trouble tickets and carrier tickets, taking corrective action as required or contacting the appropriate parties to resolve issues.
- You will be working with customers via email, chat, and phone to resolve issues. You will have to determine the appropriate actions to take and have the self-motivation to deal with the service issue.
- Manage, prioritize, and multi-task to resolve trouble tickets as quickly and accurately as possible in order to meet contracted SLA's.
- Provide a professional and courteous customer service experience and set expectations based on established processes.
- Manage multiple issues simultaneously in high pressure environment where change is commonplace.
- Make follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the client's satisfaction and use interpersonal skills to build strong relationships.
- Log/document all interactions and issues efficiently.
- Determine source of problems (hardware, software, user, etc.) and advise on appropriate action (next steps) for resolution.
- Provide technical support which would include training and educating end users.
- Escalate to Senior/Lead Technician on shift as necessary for trouble resolution
- Troubleshoot and interact with leads, managers and tier 2 techs to make sure the customer issues are resolved as quickly as possible.
- Work with other departments to help in resolving complex service issues.
- Position requires a minimum of one (2) years of previous Telecom Technical Customer Support job-related experience.