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Customer Solutions Center Technician I

1 month ago

Charlotte, United States MOUNTAIN LTD Full time

Mountain Ltd. has an opening for a Customer Solutions Center Technician I to work in Charlotte, NC

Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.

Since 1979, Mountain Ltd. has successfully created and supported turnkey engineering solutions for traditional and wireless telecom providers across the United States. We are a national leader in the industry, providing high-quality engineering, on-time service delivery, and skilled personnel paired with innovative technology and creative solutions. Specialties include OSP/ISP engineering, design, permitting, right-of-way and CAD for traditional and wireless telecommunications companies.

Overview:

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 Segra 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 Layer 2 and Layer 3 Ethernet services preferred but not required. Understanding SIP, ISUP/SS7 signaling, TDM technology preferred. Understanding of managed services preferred but not required. Understanding of network protocols, troubleshooting methodologies and equipment testing/provisioning and/or relatable work experience within communications industry a must.

Additional Information/Requirements: Top 5 Must Haves – Great attitude, great customer service skills, attention to detail. Ability to learn tech, ability to be coached; Ideally 1 year of experience

Thank you for your interest in Mountain Ltd. For more career opportunities, please visit us at www.mountainltd.com

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