Technical Support Representative

Vero Networks • Tulsa, OK

4d • Remote

About The Position

As a Technical Support Representative, you are the face of our company and make the first impression on our customers. This is a fast-paced role that requires a shift in focus multiple times per hour and prioritization of work. The Technical Support team handles all incoming tasks such as technical support and dispatch requests, resource coordination and interdepartmental communication. As a Technical Support Representative, your primary function is to respond to customer requests and systems alerts. You will provide day-to-day support to ensure incidents and customer requests are managed in accordance with quality standards and the goals of the company are achieved.

Requirements

• Experience working 2-3 years in a technical support role.
• High School diploma or GED.
• Successful training or certification in Cisco, Cambien, Calix and Juniper.
• Working knowledge of network technologies and components such as switches, routers, and firewalls and RF technologies such as LTE, wireless radios, Wi-Fi, etc.
• Understanding of the essentials of data and signal flow through a network.
• Understanding of support tools, techniques, and how technology is used to provide wireless and fiber internet services.
• Experience with telnet, RDP, traceroute, Ping and other network troubleshooting methods.
• Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care.
• Ability to organize and prioritize work and adapt to changes quickly.
• Self -guided approach to learning and gaining knowledge in addition to company provided training.
• Self-motivated with the ability to work in a fast paced, team-based environment.
• Ability to effectively solve problems or escalate issues as needed.

Nice To Haves

• Prior experience in LTE, Point-to-point radio systems preferred.
• Prior experience of Fiber/Wireless/Voice Internet Service Provider support preferred.

Responsibilities

• Be actively logged in and available to answer all incoming calls from customers with the ability to identify, troubleshoot and resolve their issues.
• Monitor inbound emails from customers and automated systems.
• Create/manage incident and service request in the ticketing system.
• Perform troubleshooting, fault identification and execute a resolution or a workaround to reestablish services as quickly as possible.
• Coordinate maintenance and repairs with field support, network engineers, and vendors.
• Provide regular notifications to customers on network outages and/or upgrades.
• Document all processes and outages through the internal ticketing systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED