Customer Support Technician II
@ TPx

Hybrid
$75,000
Hybrid
Full Time
Posted 1 day ago

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XXXXXXXXX XXXXXXXXXXXXX XXXXXXXXX****** @tpx.com
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Job Details

General Purpose

The Customer Support Technician II is responsible for the second layer of support for customers with repair issues. This role handles layer 1 and above issues that basic troubleshooting cannot resolve.

Essential Duties and Responsibilities

  • Display a professional demeanor and resiliency in challenging situations.
  • Provide excellent customer service through written and verbal communication.
  • Collaborate with other departments to resolve customer issues.
  • Manage daily objectives as set by RROC management.
  • Utilize analytical and creative problem-solving skills to resolve issues.
  • Troubleshoot data issues including slow speed, packet loss, and routing problems.
  • Understand routing, route tables, and SIP troubleshooting including call setup and audio quality.
  • Handle DS3, T1, Fiber, EoX, and Fixed Wireless Transport issues.
  • Communicate networking ideas and concepts effectively.

Other Responsibilities

  • Collaborate with other workgroups for service changes and repairs.
  • Maintain good customer relations and address repeat issues.
  • Develop and apply expertise in a specific functional area.

Required Qualifications

  • Graduation from an accredited four-year college or university.
  • 3-5 years’ telecommunications support center experience preferred.
  • 3-5 years’ telecommunications and repair experience preferred.
  • Equivalent combination of education and experience is considered.
  • Cisco Certification CCNP preferred with ISP level experience.

Other Qualifications

  • Ability to document information in a trouble ticketing system.
  • Strong multi-tasking and attention to detail.
  • Effective communication in a respectful, professional, and collaborative manner.
  • Good command of English both written and spoken.
  • Understanding of TCP/IP and SIP protocols.
  • Knowledgeable with Microsoft Office Suite, networks, SD-WAN, Cisco and Juniper equipment.

Key skills/competency

SIP, routing, troubleshooting, customer service, telecommunications, CCNP, TCP/IP, SD-WAN, Cisco, Juniper

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How to Get Hired at TPx

🎯 Tips for Getting Hired

  • Tailor your resume: Highlight telecommunications and network skills.
  • Customize your cover letter: Emphasize CCNP and troubleshooting experience.
  • Research TPx: Understand company values and recent projects.
  • Prepare for technical questions: Review TCP/IP, SIP, and networking concepts.

📝 Interview Preparation Advice

Technical Preparation

Review TCP/IP fundamentals.
Practice SIP and routing troubleshooting.
Study DS3, T1, and Fiber concepts.
Familiarize with SD-WAN and Cisco equipment.

Behavioral Questions

Describe handling a difficult customer issue.
Explain a time you collaborated across departments.
Detail managing multiple tasks effectively.
Share an instance of problem-solving under pressure.

Frequently Asked Questions