Customer Care Support Technician

Segra•Kansas City, MO

1d•Hybrid

About The Position

Segra is searching for a qualified and experienced Customer Care Support Technician to join us in a full-time capacity in either Columbia, SC or Kansas City, MO. This work arrangement for this role is a hybrid position, requiring three (3) days in the office, with flexibility to work remotely two (2) days each week. We are open to hiring in either Columbia, SC or Kansas City, MO. Must be available and able to work Friday - Monday, 9:00 PM - 8:00 AM EST.

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

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

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 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.
Understanding network protocols, troubleshooting methodologies and equipment testing/provisioning and/or relatable work experience within the communications industry is a must.