The Technical Support Specialist provides high-level phone and e-mail support by offering immediate and lasting solutions to issues and requests, while ensuring a consistently positive customer experience.
Responsibilities include:
Identify, troubleshoot and resolve critical customer issues across various, client specific WAN topologies
Desire to exceed expectations within the performance and procidural compliance metrics
Provide outstanding verbal and written customer service
Adapt and be flexible to organizational changes and requirements
Appropriately adhere to assigned schedules and availability requirements
Retain ownership of all issues/requests assigned until closure with customer agreement
Appropriately escalate issues to Level 2 and 3 support teams
Identify and document recurring issues and present solutions to management
Provide professional, accurate and timely communications and follow-up to customers
Facilitate an effective partnership between company, customer and carrier
Accurately document all customer and carrier contact in workflow and ticketing system
Suggest/ implement new processes to improve the customer experience
Assist other groups with projects as required
Skills:
Strong knowledge of IP Addressing, WAN/LAN troubleshooting is required
Network troubleshooting in a Linux/Unix environment is beneficial
Outstanding customer service and written and verbal communication skills required
Good analytical, organizational, interpersonal and time management skills are essential
Working knowledge of Cisco routers and switches is a plus
Education & Experience:
Three (3) plus years of WAN/LAN, Help Desk/Call Center experience
Bachelor's Degree in Computer Science or equivalent level of education and experience
Network+certifications & Cisco CCNA certifications
Previous Telco/Cable network operations experience is a plus
Ventus is an equal opportunity employer committed to diversity. All individuals are encouraged to apply. Ventus offers a competitive compensation package including health, dental, vision, life, and disability insurance programs, fitness center, a 401(k) plan, paid holidays, and generous paid time off.