Technical Support Tier I at Fusion Connect (Atlanta, GA)

The Technical Support Tier I agents duties and responsibilities include but not limited to answering all incoming customer calls in queue with a pre-defined opening script. The Tier I agent will identify customer needs; manage Average Talk Time, Wrap Up time, and other measurable objectives.

Tier I Tech Support agents are expected to handle customer calls with a positive problem-solving attitude.

Essential Duties and Responsibilities include the following: (Other duties may be assigned.)

• Resolve routine Trouble Tickets, including but not limited to E-mail, voicemail, auto attendant, Web Hosting, and browser configurations
• Troubleshoot advanced product or service issues, including but not limited to DS1 transport, PRI / CAS / FXS telephony, and DNS with proper escalation as necessary to achieve optimal trouble resolution times.
• Expected to handle customer calls with a positive problem-solving attitude
• Properly document in OSS system call purpose and resolution
• Strive for first call resolution, if first call resolution cannot be met, properly code trouble tickets for escalation to Tier II Tech Support using Ticket classification Guidelines.
• Utilize online resources such as Fusion online and the knowledge base to resolve customer troubles.
• Participate in continuing education and onsite training for new products and services
• Consult with Tier II or supervisor as needed for problem resolutions
• May perform additional duties such as; data analysis, project management, reporting, as well as provide input for troubleshooting scripts and diagnostic tools
• Flexibility to perform additional tasks or duties outside of normal daily activities
• Manage relationships between vendors, internal resources, and customers
• Must follow predefined guidelines, protocols, and procedures as directed
• Have the ability to work any shift in a 24x7 call center environment

Knowledge, Skills and Abilities Requirements:

• Have the ability to trouble shoot 3rd party hardware and software: Examples of software would be VPN, Backups, Unix, Microsoft Operating System, Scripts/Coding, Web hosting, various email clients, and MySQL
• Excellent analytical and problem solving skills
• Strong verbal, written and interpersonal skills
• Professional demeanor
• Have a customer satisfaction driven attitude
• Be an active contributor in a positive team environment
• Candidate must possess the ability to learn, retain, and apply new information in an ever changing environment

Education and/or Experience Requirements:

• Bachelors Degree
• 1 year of hands on experience in telecom, tech support, networking, or hardware such as switches, routers, hubs, phone systems (PBX/CBX), Cisco, or Juniper or 2 years of hands on experience in telecom, tech support, networking, or hardware. Such as switches, routers, hubs, phone systems (PBX/CBX), Cisco, or Juniper
• 1 year of changing routers experience configurations
• 1 year of Data networking Protocols, such as OSPF, BGP, Access control list, NAT, DHCP, and Subnetting
• 1 year of working knowledge of TCP/IP protocols, such as SMTP, DNS, HTTP, and the like
• 1 year of working knowledge of VoIP

Certificates, Licenses, Registrations:

• CCNP certification (Cisco or Juniper)

The above declarations are not intended to be an all-inclusive list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and be a reasonable representation of its activities.

by via developer jobs - Stack Overflow