Enterprise Technical Support Specialist
The Enterprise Technical Support agent will serve as a single point of contact for Enterprise clients who subscribe to a wide range of data, voice and managed services including Fiber Internet Access, Ethernet, Hosted Voice, Enterprise Trunking, Managed Network, Managed Security and Managed WiFi services and Enterprise TV services. The Enterprise Technical Support team provides 24X7 front line support. Technicians will manage all client communications and internal escalations and will proactively drive issues to resolution in order to meet stated service level objectives. This position coordinates closely with the NOCs, Network Engineering, field teams and client account teams.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the Enterprise client experience.
Responsible to provide inbound and outbound technical support to Enterprise clients on supported network technologies includingFiber Internet Access, Ethernet, Hosted Voice, Enterprise Trunking, Managed Services, Enterprise TV, and Complex Coax services.
Respond to incoming customer issues that are reported via phone, trouble ticket, email, and/or client portals in a manner which meets high quality, productivity and other performance standards.
Handle client escalations, providing clients with timely updates and analyzing root cause of escalations in order to drive process improvement.
Document complex technical issues via the appropriate ticketing system in a clear and concise manner and initiate fix actions to resolve the issue or coordinate with internal and external fix agencies stakeholders.
Responsible for escalation of client issues as necessary to appropriate teams including, but not limited to the Enterprise NOC, Core NOC, Engineering and/or other fix agencies and tracking escalated issues to resolution.
Provide clients with timely updates on service-impacting events through resolution
Responsible for understanding and providing direction and assistance with troubleshooting complex technical support incidents, including WAN/LAN environment issues, Fiber technologies, Voice technologies, understanding of large corporate hardware and software environments, etc.
Assist in maintaining accurate customer database information for all relevant tools/systems.
Perform other duties as requested by leadership
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to communicate orally and in writing in a clear, straightforward and professional manner
Ability to provide outstanding client service to internal and external clients
Ability to work independently with minimal guidance and demonstrate a sense of urgency for client impacting issues and collaboratively on projects and new initiatives
Ability to identify, analyze and troubleshoot a wide range of technical issues in a professional and efficient manner
Ability to communicate with all levels of management and company personnel
Ability to isolate and troubleshoot failed equipment, facility issues and other components of the network
Ability to maintain a positive attitude
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to follow established guidelines, policies, and procedures
Ability to show judgment and initiative and to accomplish job duties
Ability to readily master multiple tools/systems used for technical support
Ability to effectively partner with internal and external personnel in order to effectively resolve challenges, special requests or address business critical situations
Knowledge of Network protocols, RF, routers, Layer-2 switches, VPN, CWDM, HFC plant and system delivery, routing protocols/policies, WiFi & VoIP platforms.
Knowledge of Windows, Word, Excel, and Outlook
Knowledge of coax and fiber
Perform all required functions in an accurate, efficient and professional manner; attempt to resolve complaints successfully or escalate as appropriate
Follow all company policies and procedures and comply with all performance and attendance standards
Bachelors or Associates in Technical area or an equivalent combination of education, training and experience that would meet the skill requirements of the job is required.
Cisco, Juniper, and/or MEF Certification (i.e. CCENT, CCNA, JCNIA, JNCSP, or equivalent industry recognized certification, etc.) is preferred
Related Work Experience Number of Years
Technical support experience in a TAC / NOC / Call Center environment 2
Experience with at least one of the following: Fiber Internet Access, 2
High Speed Data, Ethernet, Managed Network Services, Managed Security
Services, Managed Wi-Fi Services, Enterprise Trunking, Hosted Voice,
and Enterprise TV Services
Network troubleshooting in 24x7 Operations Center 2
24 x 7 Operations Center