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- Actively troubleshoot several service types such as T1, DS3, and ethernet solutions
- Escalate and hold LEC Partners accountable for offnet repairs.
- Provides accurate and consistent customer communication during established intervals using phone, email, and ticketing notes.
- Efficiently and accurately manages customer-initiated trouble tickets to resolution.
- Maintains customer relationships, both internal and external
- Monitors the performance of the telecommunications networks, including usage, load patterns and system response
- Basic understanding of the OSI networking model physical, data link, and network layers.
- A proven track record troubleshooting technical issues
- Ability to manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation.
- Practicing excellent customer service
- Demonstrating proficiency with trouble ticketing application and other internal tools
- Ability to work in a fast-paced operational environment.
- Ability to answer customer calls and work issues via trouble ticket proficiently and independently.
- Ability to work in a 24 x 7 fast paced environment.
- Ability to interface in a professional manner with management and customers.
- Aptitude for on-the-job training
- Comfortable asking questions.
- Eager to learn and build skills.
- Able to effectively manage multiple issues simultaneously thorough effective work prioritization.
- Demonstrated ability to make sound decisions and logical thinking when under pressure.
- Demonstrated leadership profile to proactively track and escalate issues, engage resources to expedite service/network outages, professional interaction skills with customers and management.
- Ability to relate technical issues to management and lead personnel.
- H.S. Diploma or Equivalent, Customer service/Call center experience a plus, Strong organizational skills.