Technical Support Specialist- Commercial

WOW! Internet, Cable & Phone • Tampa, FL

3d • Remote

About The Position

The Technical Support Specialist- Commercial provides industry-leading first-level customer support through a thorough understanding of the WOW! Business Voice & Data Products suite for our SMB and Enterprise customers in a 24/7 support organization.

Requirements

• High school diploma or equivalent
• 1 year experience in the telecommunications field or previous experience providing technical support in a call center environment or equivalent
• Have an understanding of local, long-distance, and toll-free telephony
• Must be detail-oriented and well organized.
• Strong analytical and troubleshooting skills.
• Excellent communication skills including active listening skills, the ability to communicate effectively over the telephone, and ability to communicate technical information to a non-technical audience
• Ability to multi-task and function effectively and consistently in a fast-paced environment
• Flexibility in scheduling which may require evening, overnight, and weekend hours.
• Experience with word processing and spreadsheet software, Internet software, and email.
• Ability to learn billing software systems and access online support/tools.

Nice To Haves

• Industry-recognized certifications such as CCENT, Network +, SIP School, or equivalent telecommunications training to include IPv4/IPv6, VoIP, and SIP are plus.
• Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP, and networks and LANs to include IP Network Sub-Networking a plus.
• Previous knowledge of RF Signals and HFC networks is a plus.
• Familiar with various Networking Tools and Monitoring Applications a plus
• Experience in Google Suites, Microsoft Office, or MAC is a plus.

Responsibilities

• Provide first-level support via inbound calls for WOW! Business Voice & Data products (POTS, EMTA, VoIP, Hosted VoIP, PRI, T1, SIP, HSD, Email, and CATV) including diagnosis, troubleshooting, and problem escalation.
• Successfully interact among WOW! Business customers, vendors, technicians, and WOW! personnel to resolve customer-impacting issues and events.
• Respond in a timely manner to trouble tickets, chat requests, 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.
• Adhere to the Ticket Management policies and procedures as needed.
• Must be able to quickly recognize and diagnose telephony features, VoIP services, and customer premise equipment.
• Must be able to quickly recognize and diagnose customer or carrier issues and take correct steps toward problem resolution.
• Document all technical issues/solutions in the company ticketing or billing systems.
• All other duties as assigned.

Benefits

• Medical, dental, and vision insurance
• 401k with a company match
• Paid time off
• Paid holidays
• Tuition reimbursement
• Significant discounts on broadband packages for employees residing in our service areas.

What This Job Offers

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