This position will focus on the timely resolve of complex technical issues for customers. You will participate in configuration, implementation and support of hosted telecom and bandwidth solutions. This position crosses departmental functionalities and interfaces on a daily basis with the sales, operations, and engineering teams to support present and future efforts in the areas of new customer acquisition and customer support as detailed below. This position supports the support and operations team members with training and documentation of telephony and network offerings.
Essential Duties and Responsibilities:
Advanced troubleshooting/resolution of Voice over IP customer calls and tickets including:
Customer Network Issues (LAN/WAN)
VoIP Device Issues
Manage advanced-level customer support issues via a trouble ticketing system; ensuring fault isolation, escalation, and resolution are documented within the trouble ticket. Must also provide consistent customer follow-up and timely updates to problem resolution status
Escalate reported in-bound/out-bound call quality issues with selected carriers.
Obtaining and evaluating all relevant information to handle inquiries and complaints and responding promptly to customer inquiries and tracking issues until customer confirms resolution
Directing requests and unresolved issues to the designated resource(s)
Communicating and coordinating with other internal departments
Proactively creating materials to assist in customer education, submitting recommendations and improvements for customer-facing documentation including website content, FAQ’s, How To’s, and the internal Wiki.
Train new users on system access and features
Develop alternative methods and suggest changes to improve customers’ device/system configurations
3 to 5 years related experience in Telecommunications or Network Technology Operations comprised of enterprise-level projects and responsibilities.
3 to 5 years’ experience working in high volume customer service-based call center or IT group.
Excellent knowledge of telecommunications and network products configuration, installation, and support/maintenance procedures and processes are required.
Experience with Microsoft products including Word, Excel, and Outlook.
Knowledge of customer service principles and practice.
Netsapiens Cloud Phone system experience a plus.
Crexendo Cloud Phone system experience a plus.
Customer Support Experience: 3 years minimum
Microsoft OS Experience – 2 years (Preferred)
IOS and Android Troubleshooting – 6 months minimum
Basic Network Troubleshooting – 3 years minimum
Advanced Network Troubleshooting (vlan, subnetting, QoS, firewall management) – 3 years minimum
SIP and VOIP Experience – 2 years (Preferred)
Must possess subject matter expert level capabilities in the areas of IP networks, telecommunications configuration, and customer service.
Experience with network access security tools and remote support tools and techniques.
Candidates are preferred with strong telephony backgrounds and thorough understanding of ACD, PBX (including IP-based), IVR, and various telephony protocols, etc.
Strong knowledge of networking concepts and protocols including but not limited to SIP, TCP, UDP, QoS, BWM, TLS, SMTP, SNMP, FTP, HTTP
Excellent written, verbal, and interpersonal communication skills including ability to interact with all levels of management, staff, and the public.
Must be able to maintain effective working relationships with various levels of employees in different departments throughout the company, including but not limited to, co-workers, subordinates, management staff and executive management staff.
Experience supporting VoIP including Quality of Service (QOS), redundancy, architecture, engineering, implementation, troubleshooting, and call routing is required
Must have a valid driver’s license with a good driving record.