Customer Support - Network Operations Center

RESPONSIBILITIES:

- Support WiFi technical support of foreign language customers, specifically Mandarin.
- Provide Tier 1 or Tier 2 support internal external customers/call center that works remotely with field techs or Technical Assistance Center.
- 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, 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 company compliance with environmental laws and regulations as applicable to its job function.
- Candidate will be expected to provide and document consistent, accurate and detailed analysis of issues for each installation.
- Deliver known solutions; escalate as required - dispatch and notify proper channels in support of the customer.
- Follows up with customer/property on closed issues; uses computerized system for tracking, adheres to defined call center procedures and standards.

SKILLS:

WiFi Technologies experience, technical call center experience, fluency in Mandarin, WiFi Technology experience, Windows/MAC OS Navigation/Troubleshooting experience, Small and Large Scale Networks, Understanding of Smart Phones Usage, Communication Skills (oral and written), Keyboard 30 WPM Post in supplemental required. Typically a high school diploma or equivalent; some college/full degree may be required. Minimum 30 WPM accurate typing skills. Strong Linux CLI, Cisco IOS, Computer Networking. Strong communication skills. Previous Telco experience, Tier 1 support. Understanding of environmental laws and regulations. Expert computer skills Microsoft Suite: Excel and Access. 1 to 3 years previous customer service experience. Clear understanding of DHL delivery technology, alternative delivery methods (cable fiber net). Flexibility. Fluency in Spanish or French desired.