Network Support Specialist

1 month ago

Anchorage, Alaska, United States GCI Full time
Job Description

GCI's Network Support Technician II will provide exceptional technical support to customers experiencing technical events via calls, email, and chat. The successful candidate will handle inquiries, troubleshoot technical issues, and process service requests. They will also proactively monitor and respond to network alerts, working as the customer's advocate. Additionally, they will coordinate maintenance and installation activities that may impact services, detect, act upon, and track all problems. The ideal candidate will provide answers to questions, resolve routine inquiries, and triage/escalate complex issues to a higher tier of support.

Key Responsibilities
  • Provide technical support and customer education via inbound calls, chat, in writing, instant messaging, or email in an efficient and professional timely manner.
  • Follow established procedures, implement escalation process, and event management by working directly with the GCI Account team, customers, and higher Network tier support as required.
  • Communicate all maintenance and installation activities that may impact services provided to customers to detect, act on, and track all problems.
Requirements
  • High School diploma or equivalent.
  • Minimum of two (2) years of experience in a customer service or call center environment.
  • Excellent verbal and written communication skills.
  • Exceptional customer service skills.
  • Ability to work independently and as a member of a team.
  • Knowledge and operating skills in legacy and mainstream operating systems.
Preferred Qualifications
  • Associate degree in telecommunications, computer science, electronics, or relevant field.
  • Experience/knowledge of LAN/WAN Networking.
  • Microsoft, ITIL, CompTIA, Cisco certifications.
  • Telecommunications experience.
  • Other telecom industry or job-specific certifications.
About GCI

GCI is an equal opportunity employer. We are committed to providing a safe and inclusive work environment for all employees and customers. We are proud to be a pioneer in the communication and technology industry, bringing innovative solutions to remote communities and challenging conditions in North America.

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