Customer Care Support Technician

Description:

*** May reside near the Columbia, SC or Charlotte, NC office**
* **** Hybrid - Tuesday - Thursday in office, WFH on Mondays and Fridays**
* Job Summary
Deliver the highest level of customer satisfaction for all incoming support/repair call center traffic with the understanding of being able to handle 70% of issues/requests being reported/submitted without additional support. Manage the resolution of all voice trouble reports not derived from core, data/internet issues in a 7x24x365 operational environment. Build and preserve supportive working relationships with customers with a customer-first attitude.

Execute customer voice network troubleshooting, repair, and move/add/change support. Identify, investigate, and resolve chronic voice issues within the customer s network. Provide constructive feedback regarding process improvements to increase internal efficiencies and improve customer experience. Increase customer satisfaction by decreasing procedural errors while providing educated and knowledgeable service assurance methods to solve the customer s problem versus correcting a symptom.

Maintain the reduction in operations intervals by provisioning voice related services and IP telephony equipment. Other duties as assigned.

Additional Information/Requirements:

Duties & Responsibilities
30%
Troubleshooting and service restoral of ***-supported equipment and services. Handle all voice-related troubles not derived from core or data/internet issues through first-call resolution. Provide Tier I support for data/internet/firewall-related equipment and products.
30%
MACD Service Delivery Support Complete customer-requested moves, adds, changes, and disconnects of communications-related services (voice, data, internet) including ticket creation, switch/equipment provisioning/shipment, and billing updates. Process all internal MACD requests under
*** including those directly from the customer (via phone and/or email).
30%
Manage inbound and outbound calls per departmental policies and procedures. Effectively communicate with customers to understand customer needs.
Create and manage trouble tickets per departmental policies and procedures.
Manage Type II services.
10%
Manage and perform special projects as assigned.
Qualifications

Education:

Associates Degree in Technical Discipline preferred or Equivalent/Related Work Experience

Experience:

1 Year of Information Technology, Technical Support, Troubleshooting Experience and customer service experience required
Key

Competencies:

o Strong communication and listening skills are a must.
o Proficient Computer Skills required
o Excellent written and verbal communication skills
o Empathetic listener and persuasive speaker
o The ability to work across teams for resolution
o Must possess the ability to think strategically/analytically to propose optimal solutions rather than addressing the symptoms from a service delivery/voice network support perspective.
o Must be adaptable while performing well under pressure.
o Ability to take independent action based on technical skills and sound judgment while prioritizing based on need.
o Must demonstrate the ability to assume new levels of responsibility and deal effectively with other people.
o Understanding of Layer 1 (Physical Layer) such as copper loop, T1, DS3, and fiber services is a must.
o Understanding IP Telephony protocols is a must. Understanding of Layer 2 and Layer 3 Ethernet services is preferred but not required.
o Understanding SIP, ISUP/SS7 signaling and TDM technology is preferred.
o Understanding of managed services is preferred but not required.
o Understanding network protocols, troubleshooting methodologies and equipment testing/provisioning and/or relatable work experience within the communications industry is a must.
Monday & Friday work from home
Tuesday - Thursday work in office