Customer Care Support Technician

Segra•Kansas City, MO

3d•$20 - $21•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 providing technical support and customer service, requiring strong analytical skills, adaptability under pressure, and the ability to work independently while prioritizing tasks. The technician will be responsible for troubleshooting and resolving technical issues, particularly within voice network support and communications industry contexts. A key aspect of the role involves understanding network layers and protocols to ensure optimal solutions for customers.

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
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

Provide technical support and customer service.
Troubleshoot and resolve technical issues.
Propose optimal solutions rather than addressing symptoms from a service delivery/voice network support perspective.
Work across teams for resolution.
Take independent action based on technical skills and sound judgment while prioritizing based on need.
Assume new levels of responsibility and deal effectively with other people.