Career Opportunities

Tier 1 Helpdesk Support

Work in a customer support environment supporting customers on various services including DSL, Dial Up, and Voice product sets. This support includes accepting and processing service issues received directly from end user customers and follow up to resolution with various suppliers and vendors.

Chief Duties Include:

• Create call tickets in support management system. Verify customer information, equipment configuration, and problem details. Ensures problem description, pertinent information, and resolution is documented in notes
• Responsible for technically and administratively managing service trouble tickets reported to the Support Center and turn-up of new services, working in a multi-vendor/multi-technology environment.
• Responsible for provisioning and troubleshooting of various voice and data products.
• Analyze complex equipment problems and provide recommendations and coordination of repairs or replacement of associated faulty equipment.
• Responsible for providing proactive notifications to customers on planned work that may impact their services.
• Responsible for completing any associated task required to support services provided by the center in support of our customers.
• Provide technical guidance to lesser experienced employees. Follow up on open Call Tickets assigned and return calls to customers to verify completion or resolutionv
• Advise management on issues identified through technical support calls.
• Process general customer inquires regarding new products, product features, billing, or services

Targeted qualifications for the ideal candidate:
Working knowledge of the Internet, various email clients, and data experience is required
Strong diagnostic/troubleshooting skills
Solid understanding of phone systems and components.
Must be highly proficient in dealing with customers at all levels
Basic knowledge of router configuration and IP routing desirable.