Customer Care Support Technician

Segra•Waynesboro, VA

7d•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 is a hybrid position, requiring three (3) days in the office and offering flexibility to work remotely two (2) days each week. The technician will be responsible for providing technical support, troubleshooting, and customer service, with a focus on network support from a service delivery/voice network perspective. The ideal candidate will possess strong analytical skills, adaptability under pressure, and the ability to work independently and collaboratively.

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
Proficient Computer Skills
Excellent written and verbal communication skills
Empathetic listener and persuasive speaker
Ability to work across teams for resolution
Ability to think strategically/analytically to propose optimal solutions
Adaptable while performing well under pressure
Ability to take independent action based on technical skills and sound judgment while prioritizing based on need
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

Provide technical support and troubleshooting for customers.
Address customer issues from a service delivery/voice network support perspective.
Think strategically and analytically to propose optimal solutions.
Work across teams for issue resolution.
Take independent action based on technical skills and sound judgment.
Prioritize tasks based on need.
Assume new levels of responsibility and deal effectively with other people.