Customer Care Support Technician

Segra•Kansas City, MO

2d•Hybrid

About The Position

Segra is searching for a qualified and experienced Customer Care Support Technician to join us in a full-time capacity. This role involves delivering the highest level of customer satisfaction for all incoming support/repair call center traffic, with the ability to handle 70% of issues/requests without additional support. The technician will manage the resolution of voice trouble reports (excluding core data/internet issues) in a 7x24x365 operational environment. Key responsibilities include building and preserving supportive working relationships with customers, executing customer voice network troubleshooting, repair, and move/add/change support, identifying and resolving chronic voice issues, providing feedback for process improvements, and provisioning voice-related services and IP telephony equipment. Other duties as assigned.

Requirements

Associates Degree in Technical Discipline preferred or Equivalent/Related Work Experience
1 Year of Information Technology, Technical Support, Troubleshooting Experience and customer service experience required
Strong communication and listening skills are a must.
Proficient Computer Skills required
Excellent written and verbal communication skills
Empathetic listener and persuasive speaker
The ability to work across teams for resolution
Must possess the ability to think strategically/analytically to propose optimal solutions rather than addressing the symptoms from a service delivery/voice network support perspective.
Must be adaptable while performing well under pressure.
Ability to take independent action based on technical skills and sound judgment while prioritizing based on need.
Must demonstrate the ability to assume new levels of responsibility and deal effectively with other people.
Understanding of Layer 1 (Physical Layer) such as copper loop, T1, DS3, and fiber services is a must.
Understanding IP Telephony protocols is a must.
Understanding network protocols, troubleshooting methodologies and equipment testing/provisioning and/or relatable work experience within the communications industry is a must.

Nice To Haves

Understanding of Layer 2 and Layer 3 Ethernet services is preferred but not required.
Understanding SIP, ISUP/SS7 signaling and TDM technology is preferred.
Understanding of managed services is preferred but not required.

Responsibilities

Deliver the highest level of customer satisfaction for all incoming support/repair call center traffic.
Handle 70% of issues/requests being reported/submitted without additional support.
Manage the resolution of all voice trouble reports not derived from core, data/internet issues in a 7x24x365 operational environment.
Build and preserve supportive working relationships with customers with a customer-first attitude.
Execute customer voice network troubleshooting, repair, and move/add/change support.
Identify, investigate, and resolve chronic voice issues within the customer’s network.
Provide constructive feedback regarding process improvements to increase internal efficiencies and improve customer experience.
Increase customer satisfaction by decreasing procedural errors while providing educated and knowledgeable service assurance methods to solve the customer’s problem versus correcting a symptom.
Maintain the reduction in operations intervals by provisioning voice related services and IP telephony equipment.
Other duties as assigned.