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Technical Support Specialist

2 months ago

Guaynabo, Guaynabo, United States AppleOne Full time
Job Overview

Responsibilities:

  • Manage customer service inquiries related to repairs and troubleshooting to ensure that all requests are accurately documented and resolved in accordance with established protocols.
  • Respond to incoming calls and assist customers through Remote Assistance, which may involve tasks such as modifying CPE configurations, adjusting SoftSwitch settings for ISDN-PRI circuits, and managing PBX and SIP line requests.
  • Investigate network disruptions to identify root causes and recommend improvements to processes and configurations to mitigate future incidents.
  • Ensure that customer services are restored within the agreed repair timelines as per our Service Level Agreements (SLAs).
  • Keep customers updated on the status of their repair requests in alignment with our SLAs.
  • Regularly update the internal tracking system for repair orders, including any incidents affecting Network Performance.
  • Notify relevant internal teams of significant outages or network incidents following established protocols.
  • Monitor Customer Premise Equipment and conduct troubleshooting, providing solutions to customers and escalating issues to the NOC 2nd Level, RFT, NEO, or Provider as necessary.
  • Oversee system alarms and provide support for any ongoing jobs under a Method of Procedure (MOP).
  • Adhere to company policies and procedures to achieve relevant organizational metrics.

Equal Employment Opportunity: AppleOne is an EEO/AA Employer/Vet/Disabled.

The Know Your Rights poster is available here: Know Your Rights.

The pay transparency policy is available here: Pay Transparency Policy.

For temporary assignments lasting 13 weeks or longer, the Company offers major medical, dental, vision, 401k, and any required statutory sick pay.

We are dedicated to providing reasonable accommodations to individuals with disabilities. If you require assistance during the employment process, please reach out to your staffing representative who will coordinate with our HR team.

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