Customer Support Technician II

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