Customer Service Technical Support Specialist
Customer Service Technical Support Specialist
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Job Description
About Us: Join a team dedicated to providing topnotch technical support in a dynamic and engaging work environment. Were seeking a motivated and techsavvy Customer Service/Technical Support Specialist (experience in Network Operations Centers (NOC) and telecommunications a plus) to help our customers overcome their internetrelated challenges with confidence and professionalism.
Job Summary: As a Level 1 and 2 Call Center Support Specialist you will be the first point of contact for customers seeking technical assistance. Your role will involve troubleshooting issues providing effective solutions and ensuring customer satisfaction.
Youll work with various platforms including Fresh Desk Sonar and other cuttingedge tools to deliver superior support.
Key Responsibilities:
Customer Support:
- Deliver exceptional customer service to users experiencing technical difficulties with internet services.
- Respond promptly and professionally to incoming calls emails and support tickets.
- Diagnose and resolve issues related to internet connectivity service disruptions hardware malfunctions and account management.
- Guide customers through stepbystep troubleshooting processes.
Ticket Management:
- Utilize Fresh Desk to log track and prioritize customer inquiries and technical problems.
- Document customer interactions and solutions accurately in the ticketing system.
- Manage ticket queues efficiently to meet service level agreements (SLAs).
Technical Expertise:
- Access and update customer information using Sonar CRM.
- Use additional platforms like Rancid Tacacs Radius LibreMS GenieACS Ruckus SmartZone Controller and Unifi for comprehensive support.
- Stay informed on product features system updates and industry best practices.
Escalation and Collaboration:
- Escalate complex technical issues to higher support levels as needed.
- Work with network operations engineering and IT support teams to resolve escalated issues.
- Provide customers with status updates and ensure timely resolution of their issues.
Quality Assurance:
- Follow established procedures and service standards to ensure highquality support.
- Participate in quality assurance activities including call monitoring and ticket reviews to improve service delivery.
Qualifications:
- Associates degree or Bachelors degree in Information Technology Computer Science or related field preferred.
- Previous experience in a technical support role ideally in a call center NOC or help desk environment.
- Proficiency in using ticketing systems like Fresh Desk and CRM systems such as Sonar.
- Strong troubleshooting skills and ability to resolve technical issues efficiently.
- Familiarity with networking concepts and platforms like Rancid Tacacs Radius
- LibreMS GenieACS Ruckus SmartZone Controller and Unifi.
- Excellent verbal and written communication skills with a focus on customer satisfaction.
- Ability to work collaboratively in a team environment and adapt to a fastpaced setting.
- Relevant certifications (e.g. CompTIA A Network Cisco CCNA) are a plus.
Summary of Shifts:
Weekdays:
Monday Friday:
11:00 am 8:00 pm
12:00 am 9:00 am
4:00 pm 1:00 am
Weekends:
Saturday:
9:00 am 9:00 pm (with additional hours available)
Sunday:
9:00 pm 9:00 am (with additional hours available)
Overnight:
Saturday to Sunday: 9:00 pm 9:00 am (with additional hours available)
Sunday to Monday: 9:00 pm 9:00 am (with additional hours available)
These shifts ensure comprehensive coverage for our 24x7 operations providing flexibility for both fulltime and parttime positions.
Why Youll Love Working With Us:
Work in a supportive and collaborative team environment.
Access to ongoing learning and development opportunities to advance your skills.
Ready to Make a Difference If youre passionate about technology and helping customers we want to hear from you. Apply now to join
Employment Type
Full Time
