This site uses cookies. To find out more, see our Cookies Policy

Network Support Analyst - 35-45k in Birmingham, AL at Vaco

Date Posted: 10/10/2018

Job Snapshot

Job Description

GENERAL DUTIES AND RESPONSIBILITIES:

  • Provides superior customer service and advanced technical support for direct business customers including troubleshooting, making configuration changes, processing change orders, answer how to questions, and billing inquiries.
  • Maintain acceptable performance according to published standards.
  • Demonstrate ability to work effectively with other team members.
  • Identifies and recommends process improvement ideas to Management.
  • Demonstrate exceptional customer service behaviors such as: being friendly and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information.
  • Troubleshooting technical problems, setting up advanced configurations, escalating with telecom carriers, escalating with internet service providers, and handling all escalations from Tier 1.
  • Being the point on unresolved issues to ensure resolution or appropriate escalation to other work groups.

EDUCATION & EXPERIENCE:

  • High school graduate, some college or technical troubleshooting experience preferred
  • Two years of proven successful customer service experience, inbound call center customer experience preferred
  • Demonstrated interest in technology
  • Two years' practical work experience or education in telecommunications or networking related field
  • Demonstrates exceptional knowledge of support operations and practices
#ATR