Customer Support

1 day ago

Woodridge, United States Harvard Partners, LLP Trusted Advisors to IT Full time

As the Customer Support Engineer, you will be responsible for supporting SD-WAN, DIA, UCaaS and SIP Trunking. You will deliver information and resolve issues in an accurate and timely manner, while developing strong relationships with internal/external customers. These relationships require you to have a basic understanding of all products and strong customer service skills to go above and beyond for the customer in every situation. The ideal candidate will be comfortable in a very collaborative and dynamic environment, love solving problems, and thrive in a fast-changing culture. Responsibilities Create, troubleshoot, escalate, and manage trouble tickets either via portal or calls inbound via support line. Own the support process from initiation to conclusion. Monitor and respond to alarms from fault management systems. Provision, maintain, and troubleshoot client services including broadband/DIAs, SIP, UCaaS and SD-WAN. Participate in trouble ticket resolution and troubleshoot advanced issues escalated by Customer Support Technicians. Serves as an escalation point for Account Management teams. Provides real time 'head-to-head' troubleshooting when requested. Investigate and respond to inter-department inquiries. Meet quality, productivity, turnaround time and other expectations. Help ensure continuous improvement of processes and customer service. Support non-technical requests such as billing questions, account information gathering, audit requests, etc. Ability to work off hours, weekends, or night shift as required to support 24x7 Network Operations Center (NOC). Participate in paid on-call rotation. Qualifications Experience with operating network management tools and understanding network reporting for voice and data networks. Experience with configuring and troubleshooting voice and data networks. Bachelor's degree and a minimum of two (2) years in a customer facing support role. Associate level networking certifications a plus (CCNA, Network, JNCIA, etc.), Strong knowledge of networking fundamentals including ethernet, TCP/IP, DNS, DHCP, SIP, OSPF, BGP. Understanding of networking design including the function of firewalls, switches, routers, and IP phones. Experience configuring and operating routers, switches and firewalls. Ability to explain and configure NAT, ACLs, URL filtering, IP filtering, and static and dynamic routing. Understanding of SIP, IP phones, and PBX functionality such as auto attendants, hunt groups, and call forwards. Strong written and verbal communications skills including superior phone etiquette. Ability to work independently, take initiative, and work issues to resolution with minimal supervision. Ability to prioritize tasks to ensure SLAs are upheld.

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