Customer Support

Provide support for internal/external customers in a call center that works remotely with field technicians

ROLES & RESPONSIBILITIES:

- Open, update and close trouble tickets - Proficiency measured primarily by installation trouble tickets work/completed and handling calls, as well as quality based metrics for the team.
- Requires a well rounded knowledge of networking concepts, networking implementation, and software concepts and use. required in the testing and analysis of all elements of the network facilities.
- Assists in the rapid assessment of both the nature and severity of customer problems and initiates calls to various support organizations as needed.
- Manage the installation and remote troubleshooting of Linux Servers and various manufacturers of switching and routing equipment.
- Manage personal phone queue and handle multiple forms of electronic communication related to the project.
- Maintains documentation of daily operations.
- Install and test commercial networks.
- Effectively communicate with clients and various levels of management.
- Provide and document consistent accurate and detailed analysis of issues for each installation.
- Assists in the collection of customer requested data such as traffic reports.
- This position may be responsible for contributing to compliance with environmental laws and regulations as applicable to its job function.
- 24 X 7 operation.
- Will be expected to provide and document consistent, accurate and detailed analysis of issues for each installation.

SKILLS:

Expert Access

- 3+ Years Alternative delivery methods
- 5+ Years Cisco IOS
- 5+ Years Computer networking
- 1+ Years Strong Customer Service
- 3+ Years DSL delivery technology
- Very Strong Flexibility
- High school diploma desired
- 2+ Years Legacy company experience
- 5+ Years Linux CLI
- Expert Microsoft Office Suites
- Very Strong Typing
- 5+ Years WIFI
- Experience with Subnetting and be able to segment IPs into smaller groupings.