Customer Support Technician II (Remote)

TPx

80d

About The Position

The Tier 2 technician is responsible for the second layer of support for our customers with repair issues. Its primary function is to work on layer 1 and above issues for the customer base that cannot be resolved using basic troubleshooting steps.

Requirements

• Graduation from an accredited four year college or university.
• Three to five (3-5) years’ telecommunications support center experience highly preferred.
• Three to five (3-5) years’ telecommunications and repair experience highly preferred.
• Any equivalent combination of education and experience will be considered.
• Cisco Certification CCNP Preferred 3 to 5 years’ experience at the ISP level.

Nice To Haves

• Ability to fully document information in trouble ticketing system.
• Ability to multi-task and maintain strong attention to detail.
• Demonstrate the ability to handle difficult customer situations.
• Must be proficient and fluent in the English language.
• Must have the ability to regularly communicate in a manner that is respectful, professional and collaborative.
• Understanding of TCP/IP.
• Understanding of SIP.
• Must have basic to intermediate knowledge of Microsoft Office Suite products.
• Working knowledge of networks and internetworks.
• Working knowledge of SD-WAN Technology.
• Working knowledge Cisco and Juniper routers and switches.

Responsibilities

• Display a professional demeanor and show resiliency in challenging customer situations.
• Provide excellent customer service including written and verbal communication with customers, internal departments, and external parties.
• Interacts with other departments to resolve customer issues.
• Manage to the daily objective set forth by the RROC management team.
• Utilize analytical and creative problem-solving skills to resolve customer issues.
• Ability to troubleshoot data issues such as: slow speed, packet loss and routing issues.
• Knowledge of routing and route tables.
• SIP troubleshooting including call setup and audio quality.
• Knowledge of DS3, T1, Fiber, EoX and Fixed Wireless Transport.
• Ability to communicate networking ideas and concepts.
• Interact with other workgroups to facilitate changes and repairs to existing service as needed.
• Responsible for maintaining good customer relations.
• Generally assist and work with representatives and customers concerning repeat issues with their service(s).
• Develop and apply expertise and skills required for a specific functional area.

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees