Customer Support NOC Tech
2 days ago
Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States.
With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates and delivers critical fiber-based communications services to connect and empower people and businesses.
About the Role:
The Customer Support Network Operations Center (NOC) Technician plays a crucial role in managing customer interactions and troubleshooting basic technical issues while maintaining a high level of professionalism and customer satisfaction over the phone.
What You'll Do:
- Efficiently manage a high volume of calls, ensuring timely and effective communication with customers.
- Provide first-line support for network-related customer inquiries and issues via phone, email, or chat.
- Follow communication scripts and procedures when addressing various topics, ensuring clarity and consistency.
- Respond accurately and efficiently to customer inquiries, offering potential solutions and ensuring customers feel valued and supported.
- Engage in active listening to understand customer needs, confirm, or clarify information, and de-escalate situations with dissatisfied customers.
- Strive to meet or exceed network operating center performance metrics while consistently delivering excellent customer service.
- Establish and maintain strong, lasting relationships with customers by going the extra mile to address their needs, complaints, and issues regarding products or services, ensuring their satisfaction through trust and reliability.
- Proactively engage with clients through inbound and outbound calls to thoroughly understand and address their needs, complaints, and issues with products or services.
- Participate in training and other learning opportunities to enhance knowledge of company processes, network protocols, and industry best practices.
• High school diploma or equivalent; additional technical training or
certifications
- Exceptional verbal and written communication skills, with a friendly and professional telephone manner.
- Proficient in typing and word processing, ensuring accurate and efficient data entry.
- Proficient in Microsoft Office applications such as: Outlook, Teams, Word, Excel, etc.
- Must be able to articulate words clearly and effectively, ensuring seamless communication and understanding with customers.
- 1+ years of experience in a network operations center or customer/technical support role desired.
- Ability to actively listen, accurately document information, and manage call details.
- Strong attention to detail and problem-solving abilities.
- Excellent customer service skills.
Audio Visual Needs- Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% | Far Vision: Occasionally: 0-33% | Peripheral Vision: Occasionally: 0-33%
Equipment Used in Job Performance: Computer, Printer, Fax, Telephone, Basic Office Supplies, Copier
Our Benefits:
- Medical, Dental, Vision Insurance Plans
- 401K Plan
- Health & Flexible Savings Account
- Life and AD&D, Spousal Life, Child Life Insurance Plans
- Educational Assistance Plan
Uniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans.
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.
Notice to Non-U.S. Citizens:Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti's network. If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@uniti.com as soon as possible for information on Uniti's foreign personnel disclosure and approval requirements.
Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate's written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.
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