Technical Analyst- Commercial

WOW! Internet, Cable & Phone•Columbus, OH

7d•Onsite

About The Position

The Technical Analyst-Commercial provides industry-leading customer service through a thorough and advanced understanding of the WOW! Business Data Product suite for our SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center customers in a 24/7 support organization.

Requirements

High school diploma or equivalent
2 years experience in the telecommunications field and/or previous experience providing technical support in a call center environment or equivalent
Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs to include IP Network Sub-Networking.
Fundamental understanding and capable of troubleshooting; WAN, LAN, VLAN, VPN.
Familiar with various Networking Tools, and Monitoring Applications.
Familiarity with local, long-distance, and toll-free telephony, with the ability to recognize and assist in resolving LNP porting, LIBD, PAC, telephony features, VoIP, and customer premise equipment.
Must be detail-oriented and well organized.
Strong analytical and troubleshooting skills.
Excellent communication skills including active listening skills and the ability to communicate effectively over the telephone. This includes anticipating customer responses and motivating customers to execute correct troubleshooting steps.
Ability to multi-task and function effectively and consistently in a fast-paced environment
Ability to work scheduled shifts in a 24/7 environment and participate in On-Call rotations as designated by management to meet business needs
Proficient with word processing and spreadsheet software, Internet software, and email.
Ability to learn billing software systems and access online support/tools.
Ability to learn and utilize CLI on various networking elements to investigate service impacting events.

Nice To Haves

Industry-recognized certifications such as CCENT, Network +, SIP School, or equivalent telecommunications training to include IPv4/IPv6, VoIP, SIP is preferred, not required.
Knowledge of RF Signals and HFC networks is a plus.

Responsibilities

Provide second-level advanced support for all WOW! Business products (POTS, EMTA, VoIP, Hosted VoIP, PRI, T1, SIP, HSD, Email, Web Hosting, CATV, HICAP, Dark Fiber, Managed Services, Virtual Services, and Cloud Services) including diagnosis, troubleshooting, consulting, problem escalation and coordination.
Successfully coordinate interactions among WOW! Business customers, network administrators, vendors, technicians, service providers, and WOW! personnel to resolve customer impacting issues and events.
Gather data and prepare reports to measure the effectiveness of our service and support activities as required by management.
Respond in a timely manner to trouble tickets and incoming calls as they are presented within the workflow queue, and work directly with customers to gather and document all necessary information to effectively analyze and troubleshoot service-impacting issues.
Monitor Data Center critical systems: Security, Power, HVAC, and provide Hands & Feet support when required or requested by leadership.
Execute the proper documentation and security of customer equipment/packages shipped and received by the Data Centers as needed.
Monitor Internal and Customer networks, Server, Storage, and Applications to ensure that service-impacting events are identified, isolated and communicated to all necessary groups as effectively and efficiently as possible.
Successfully adhere to the Ticket Management and Data Center policies and procedures as needed.
Must be able to quickly recognize and diagnose customer, carrier, and far-end issues and take correct steps in securing problem resolution.
Assist with testing, certification and implementation, and support of new WOW! Business products as they are introduced.
Document all technical issues/solutions in the company ticketing or billing systems.
All other duties as assigned.