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Customer Solutions Center Technician
2 months ago
Description:
Customer Solutions Center Technician 1
Elevate your career as a Customer Solutions Center Technician 1 at a leading telecommunications provider, where you’ll tackle customer inquiries head-on, master technical challenges, and deliver stellar service experiences that leave customers delighted and loyal. You'll thrive in a fast-paced environment, utilizing your problem-solving prowess and communication finesse to ensure every interaction exceeds expectations.
Description
· Deliver the highest level of customer satisfaction for all incoming support/repair call center traffic with the understanding of being able to handle 70% of issues/requests being reported/submitted without CNOC, Engineering or Service Delivery support.
· Manage the resolution of all voice trouble reports not derived from core, data/internet issue in an 8-7 M-F operational environment.
· Build and preserve supportive working relationships with customers with a customer first attitude. Execute customer voice network troubleshooting, repair and move/add/change support.
· Identify, investigate and resolve chronic voice issues within the customer’s network.
· Provide constructive feedback regarding process improvements to increase internal efficiencies and improve customer experience.
· Increase customer satisfaction by decreasing procedural errors while providing educated and knowledgeable service delivery methods to solve the customer’s problem versus correcting a symptom. Maintain the reduction in service delivery intervals by provisioning voice related services and IP telephony equipment.
· May be asked to work non-traditional work schedules covering 7x24x365 operations if deemed necessary due to weather events and network outages.
· Other duties as assigned.
Duties & Responsibilities
30%:
· Troubleshooting, service restoral of customer supported equipment and services.
· Handle all voice related troubles not derived from core or data/internet issue through first call resolution.
· Provide Tier I support for data/internet/firewall related equipment and products.
30%
· MACD Service Delivery Support – Complete customer requested moves, adds, changes and disconnects of communications related services (voice, data, internet) including ticket creation, switch/equiment provisioning/shipment and billing updates.
· Process all internal MACD requests under $250.00 including those directly from the customer (via phone and/or email).
30%
· Manage inbound and outbound calls in accordance with departmental policies and procedures. Effectively communicate with customers to understand customer needs.
· Create and manage trouble tickets in accordance with departmental policies and procedures.
10%
· Manage and perform special projects as assigned.
Qualifications
Education:
· Associates Degree in Technical Discipline or Equivalent/Related Work Experience
Experience:
· 1 Year of Information Technology, Technical Support, Troubleshooting Experience Required
Key Competencies:
· Strong communication and listening skills a must.
· Must possess the ability to think strategically/analytically in order to propose optimal solutions rather than addressing the symptoms from a service delivery/voice network support perspective.
· Must be adaptable while performing well under pressure.
· Ability to take independent action based on technical skills and sound judgement while prioritizing based on need.
· Must demonstrate the ability to assume new levels of responsibility and deal effectively with other people.
· Understanding of Layer 1 (Physical Layer) such as copper loop, T1, DS3 and fiber services a must.
· Understanding of IP Telephony protocols a must.
· Understanding of network protocols, troubleshooting methodologies and equipment testing/provisioning and/or relatable work experience within communications industry a must.
Company DescriptionAbout KCI:As a professional service-based partnership, we offer reliability, expertise, and peace of mind for all your network infrastructure management needs. As a resource partner our clients can trust, we offer Legacy Network Care and Support, Professional Network Optimization, Transformation and Deployment Services, and Technical Staffing Resources for Telecommunications Service Providers and OEMs.Company DescriptionAbout KCI:\r
As a professional service-based partnership, we offer reliability, expertise, and peace of mind for all your network infrastructure management needs. As a resource partner our clients can trust, we offer Legacy Network Care and Support, Professional Network Optimization, Transformation and Deployment Services, and Technical Staffing Resources for Telecommunications Service Providers and OEMs.
