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About the Role
The Technical Support Technician will be a key position within GoNetspeed's Network Operations Center, responsible for providing Level I and potentially some Level II troubleshooting and technical assistance for voice-switched, optical transport, and Internet and IP based networks for both ILEC and CLEC operations. This role reports to the Technical Support Manager and interfaces with other work groups as needed.
Responsibilities
- Clearly document all calls via the Ticketing System.
- Communicate complex technical issues to customers in an easy-to-understand manner.
- Respond professionally and proficiently to internal and external customers.
- Perform customer call backs and small business customer support as appropriate.
- Proactively monitor all in-service systems and respond to major events appropriately.
- Answer incoming customer repair calls.
- Serve as the first point of contact for customers concerning technical/small business account support.
- Perform duties as ILEC and CLEC Dispatcher.
- Perform new installation setup for data and/or voice.
- Resolve customer complaints of any type.
- Process trouble tickets for data and voice customers.
Requirements
- Experience in troubleshooting at least one of Dialup internet, support Transport and Voice-switched services or IP Network technology.
- Ability to work in a fast-paced environment and multi-task proficiently.
- Must possess strong self-motivational skills, as well as administration, coordination, and prioritization abilities.
- Ability to organize and prioritize multiple work assignments in a fast-paced, changing environment.
- Ability to pay close attention to detail.
Skills
- Microsoft Excel, Word, Access, Visio and WAN/LAN technology is preferred.
- Knowledge of telecommunications technology, products and services.
- Skill in operating various office equipment such as personal computer and telephone systems.
- Skill in identifying and resolving subscriber problems.
- Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner.
Location
- Remote
Work Type
- Full-time
Experience Level
- 1-3 years telecommunications experience
Education Level
- Associate's degree or equivalent experience
Salary/Compensations
- $20 - $25 an hour
About the Company
- GoNetspeed believes in the power of connectivity and providing the fastest and most reliable Internet to the communities they serve by committing to the present and building for the future.
- GoNetspeed believes that its employees are the key to its future and vision of connecting communities for today and for whatever comes next.
Equal Opportunity
- GoNetspeed is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity, color, race, creed, national origin, religious persuasion, marital status, political belief, or disability.