Customer Support - Network Operations Center

Provide 24/7/365 Wi-Fi technical support of foreign language customers, specifically Mandarin.

DUTIES AND RESPONSIBILITIES OF THE POSITION INCLUDE:

- Providing telephone and email Tier 1 up to Tier 2 support and problem resolution for external and internal customers for issues of moderate complexity
- Deliver known solutions
- Escalate as required - dispatch and notify proper channels in support of the customer
- Follow up with customer/property on closed issues
- Use computerized system for tracking - ability to navigate a computerized data entry/computer applications
- Adhere to defined call center procedures and standards
- 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
- May be responsible for contributing to compliance with environmental laws and regulations
- Experience with Subnetting and be able to segment IPs into smaller groupings.

SKILLS:

REQUIRED SKILLS/EXPERIENCE:

- Fluent in Mandarin
- 1 to 2 years technical call center/helpdesk; customer call center/customer service experience - we are looking for a true professional
- Navigating & Troubleshooting Windowssome college/full degree may be required