Vacancy expired!
- Work with team to provide our customer(s) the best experience possible
- Ensure appropriate and timely communications are provided to internal and external customers
- Perform advanced troubleshooting and trouble resolution
- Provide frontline support on customer phone calls
- Lead assigned projects and issues to prompt and verifiable resolution
- Be comfortable managing difficult or emotional customer situations
- Will solicit customer feedback to improve their experience
- Researches and self-educates on new or unfamiliar technologies, protocols, and applications
- Contributes to the creation of process, policy and job aids for the team so that they may best support and troubleshoot customer issues
- Communicates effectively, clearly and concisely (both written and verbal) with both customers and internal team members
- Provide escalation support of critical customer issues for the Tier I TSC Technicians
- Complete follow-up on all issues and items
- Technical Skills - Assesses team strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
- Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
- Design - Generates creative solutions; Translates concepts and information into images.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations.
- Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- External Working Relationships - Develops and maintains courteous and effective working relationships with clients, vendors and/or any other representatives of external organizations.
- Experience with Broadsoft, Sonus SBCs, ACME SBCs, Empirix, Cisco, Adtrans, messaging (sms/mms), and enterprise sip trunking
- Possess strong analytical, technical, and customer skills and be able to effectively multitask, working on several customer or network issues simultaneously.
- Customer service and technical repair are critical functions within the TSC and can ultimately impact the TSC's ability to meet customer expectations potentially impacting corporate revenues and crucial customer relationships.
- Detailed technical skills and knowledge of network equipment, including but not limited to SONET, DWDM, Asynchronous, and other fiber optic electronics equipment.
- Experience working with and troubleshooting Ethernet and TCP / IP networks. Ability to solve complex technical problems in a timely manner.
- Excellent communications skills to interact with customers, contractors and internal organizations to solve customer and network problems.
- Flexible with working hours in order to accommodate customer maintenance windows, customer schedule, customer escalations
- Must be self-motivated and a quick learner with strong communication skills
- Must be able to work in and enjoy a fast-paced environment and be driven to achieve results while maintaining the ability to effectively work with others
- Understanding of IP network architecture and concepts
- Knowledge or experience with VoIP protocols and concepts
- Knowledge or experience with telecommunications voice networks, protocols, and concepts
Vacancy expired!