Opens and monitors incidents created with 3rd party providers
Pulls and analyzes logs for troubleshooting for contacts, applications, etc.
Reads and analyzes network diagrams
Regularly works flexible schedule and on-call services
Effectively and professionally communicates with internal and external customers
To Land This Gig You'll Need:
Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.
6+ years of work experience in a customer service field, preferably in a technical capacity
Excellent technical, troubleshooting, and analytical skills
Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills
Excellent communication skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism
Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)
Bonus Experience:
4+ years in a technical support role in software or telecommunications environment.
IP Telephony/ Telecommunications experience
Experience in a telephony/telecommunications
Dialer knowledge and Workforce Management experience
Web Services and API knowledge and understanding of conceptual use