Network Operations Technician III

Location: Stockton, CA

Pay Rate: TIER 3 $20 to $25 (DOE & Education).

Scope

Customer Service/NOC Team will receive incoming customer inquiries and technical support calls while providing prompt professional service. The representative will receive, document, and resolve all customer issues and questions. This position requires excellent communication, attention to detail, and the ability to multitask. The goal is to provide all customers with exceptional customer service exceeding customer expectations.

Primary Responsibilities

• Troubleshooting Voice over IP connectivity problems
• Troubleshooting POTS, T1, DSL and cable modem circuits
• Professionally handle all inbound calls and emails ensuring questions and issues are resolved promptly and thoroughly
• Create, escalate and manage trouble tickets from the beginning to the end.
• Thoroughly and efficiently gather information from the customer to immediately respond to the customer’s needs and troubleshoot in real-time.
• Providing updates to customers issues that are going to take longer than 4 hours to resolve
• Thoroughly document all troubleshooting and communications in tickets.
• Use monitoring tools to identify, research, and investigate potential issues.
• Act as the primary point of contact and keep customers, salespeople, and/or vendors updated with current status until issues are resolved.
• Willing to work flexible schedules including “Weekends & Holidays” and participate in after-hours “On-Call” rotation with occasional overtime.
• Must work your shifts as assigned.

Additional Knowledge & Services provided but not limited to:

• Assisting customers with Hosted Phone Navigation and Features
• Assist with customers Auto Attendant
• Assist with customers Call Forwarding
• Confirming and Checking Configurations on CPE, routers and switches
• Troubleshoot feature issues, call flow and Ufax
• Troubleshoot ISDN and Hosted PBX
• Coordinating Field Tech Dispatches (Repairs & Customer Notification /Follow-ups)
• Solid understanding of LAN/WAN and TCP/IP
• Available at all times during your shift in the Support Chat room for support, training& communication

Competencies:

• Detail-oriented with good troubleshooting skills.
• Solid understanding of LAN/WAN and TCP/IP
• Understanding of Hosted PBX.

Requirements

• 2 years minimum experience in Voice over IP repair support required.
• 2 years minimum of telecommunications, ISP, or technical support role required.
• Excellent written and verbal communication/listening skills required.
• Strong organizational and project management skills required.
• Outstanding customer service skills, pleasant, patient, and friendly attitude.
• Ability to work under pressure in a fast pace environment and multitask.
• Strong analytical skills with the ability to think outside of the box.
• Able to diffuse difficult situations while remaining professional and calm.

Job Type: Full-time

Pay: $20.00 – $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Overtime
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Telecom: 3 years (Preferred)
• VOIP: 1 year (Preferred)

Work Location:

• One location

Work Remotely:

• No

Work Location: One location