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Technical Support Representative

Job Description:

  • Provide first level customer support for network and VoIP related issues and outages
  • Accurately process and record call transactions using designated ticketing system software
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Take complete ownership of all support duties. Ensure tickets are handled in a timely matter
  • Follow up and make scheduled call backs to customers where applicable
  • Diagnose and resolve technical hardware and software issues involving internet connectivity
  • Monitor network outages using network monitoring tools
  • Report circuit and VoIP related issues to upstream carriers
  • Interact with company’s field network engineers as remote technical support

Skills and Qualifications:

  • Must have excellent English communication and customer service skills
  • Must have knowledge and experience in VoIP
  • Proper phone etiquette; demonstrated proficiency in typing and grammar,professional, resolution oriented, demonstrates initiative, resourcefulness and strong problem-solving skills
  • Knowledge of or ability to learn relevant software computer applications and equipment
  • Understanding of cloud infrastructure and strategies
  • Knowledge on Network Routing and Switching infrastructure technologies
Apply Now!