Lingo: ARC Technician Tier II - Remote

B Riley

10d • $21 - $24 • Remote

About The Position

The Advanced Resolution Center Technician Tier II is an advanced technical position called upon to solve data, VoIP and managed services issues within the Client Services department, handling escalated calls as needed. The ARC Transport – II representative will analyze, troubleshoot and resolve all technical physical issues for repair related, and installation connectivity issues. May remotely troubleshoot customer's equipment or simply educate customers. Responsible for ensuring first call resolution whenever possible. This position is also responsible for all elements related to the coordination of vendor dispatches necessary to install or repair voice and data services for customers.

Requirements

• 4-6 years of data technology experience and 2+ years of VoIP/telephony experience, or equivalent education/certification; Associate's degree or higher preferred
• Strong understanding of telephony technologies across broadband, fiber, and VoIP services
• Experience scheduling and coordinating resources and/or vendor appointments
• Excellent computer, typing, and time management skills with a high degree of reliability and attention to detail
• Strong oral and written communication skills with the ability to present information and respond to questions across all levels of the organization
• Solid interpersonal skills with a customer-focused mindset and sensitivity to customer needs
• Strong analytical and problem-solving abilities, with the capacity to troubleshoot issues to resolution, interpret varied instructions, and work both independently and collaboratively

Responsibilities

• Investigate data and VoIP issues including but not limited to verification of configuration settings (static vs. dynamic), Firewall settings, bridge mode vs PPPOE, etc. and monitors real-time data activity via SolarWinds while responding accordingly to all VoIP, data and/or transport outages.
• Possesses advanced knowledge about the functionality of standard data products including but not limited to broadband, fiber, PBX, PRI and hosted platforms and utilizes the 7 data layers in troubleshooting client trouble reports and understands how to use this knowledge to perform troubleshooting diagnostics through to resolution
• Act as a primary liaison between approved vendors, back office departments, and client sites to ensure timely and efficient deployment and repair of services within a 24/7/365 operation, requiring availability across rotating shifts, including weekends and holidays
• High ability to multitask with inbound calls while also managing ticket buckets with regular communication and updates via prioritization while maintaining personal and team level KPIs
• Responds to complex inquiries and complaints, doing the necessary diligence to investigate the situation and follow each transaction through to completion, and/or escalates to the appropriate team or party
• Perform other duties as assigned

Benefits

• competitive salaries
• access to our 401(k) profit sharing retirement plan
• paid holidays
• vacation
• sick leave
• voluntary group medical, dental, and vision insurance
• company paid life and disability coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree