Customer Support - Network Operations Center

RESPONSIBILITIES

- Serves as second level of escalation for problem resolution with customers
- Direct, coordinate and provide the highest level of customer service and ensure customer satisfaction
- Some assignments may be customer facing
- Provide Tier 2 help desk support to a variety of disciplines for resolution and follow up regarding inquiries relating to billing, ordering, provisioning or collection
- Resolve complex issues including repair, maintenance, billing, and or orders
- Proactively identify, communicate and resolve service affecting issues, technical support for product service resolution
- Recognize and recommend operational improvement
- Provide trouble isolation for maintenance issues involving company facilities
- May act as a SME by sharing best practices
- Support either sales or non-sales positions
- Performs Tier II work, including receiving tickets/calls from client operation center, performing analysis of trouble, trouble isolation, referring out to appropriate vendor, managing vendor performance, restoring service, notifying, escalating, and communicating with client, vendors, and management.

SKILLS

Must have intermediate to expert level skills on Microsoft Office: Outlook, Word and Excel with a minimum 1-2 years' call center/help desk or equivalent experience.
Excellent communication skills needed.
Must have knowledge of WIFI, Routing, Linux, Oracle, Unix, Ethernet, Windows, Nokia and Lucent products.

To be considered qualified for this assignment submtted candidates MUST have the following skills/experience:
Layer 3 OSI knowledge/experience,
Layer 1 OSI knowledge/experience,
and Tier 2 NOC support experience.
Proven problem resolution skills are required. Must have excellent customer service skills.

Synectics is an Equal Opportunity Employer.