Technical Support Coordinator -NOC – Austin, TX

Job Summary

If you are looking to work in a dynamic, rapidly changing call center, this great opportunity as a Technical Support Coordinator /Customer Support Representative is for you. We are looking for a technical savvy, articulate and highly skilled member to join our team.

Key responsibilities

• Monitor network and service outages.
• Create, dispatch, & escalate outage ticket queues received via Outlook, Servicely/Pulse ticketing system.
• Ensure that ticket dispatches are meeting SLA requirements.
• Be attentive to detail, provide accurate, friendly customer service in a timely fashion.

Essential Functions

• Support the TAC Manager to ensure compliance with contracted service levels.
• Professional and effective written and oral communication and interpersonal skills including but not limited to courteous telephony skills, active listening and customer-care.
• Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity.
• Proven ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Upbeat, positive attitude and an approach to work rooted in professionalism.
• 3-5 years of experience in a 24×7 Call Center or TAC/NOC environment.

Recommended Knowledge, Skills and Abilities:

• Acknowledge and triage service affecting issues associated with network element alarms and trouble tickets.
• Strong proficiency with Microsoft Office applications, specifically Word, Excel, Outlook and internet applications.
• No stranger to performing extensive research to resolve complex customer inquiries.
• Strong communication and interpersonal skills (verbal, written, and listening).
• Strong customer service and office administrative skills.
• Serve as primary escalation point for internal and external customer concerns.
• Participate in after-hours rotation as needed.

Minimum Job Functions:

Responsible for dispatching outage tickets for various projects with different requirements to field & tower technicians in various markets with different policies and structure.

You will be responsible for escalating trouble tickets to the Team Lead and Area Managers to ensure timely trouble resolution and reduced time to repair.

This position reports to the Technical Assistance Center (TAC) Manager.

Minimum Job Requirements:

Telecommunications preferred, or equivalent work experience.

Must have computer skills with Windows based PC’s and a solid working knowledge of Microsoft

Office Suite including Excel and TEAMS.

Strong organization, planning, and project management skills; ability to prioritize tasks to meet requirements and deadlines.

Strong customer service acumen.

Ability to work with different functional groups and levels of employees to achieve results effectively and professionally.

Ability to adapt to a fast-paced, ever-changing environment.

High level of attention to detail.

Salary Range $17-27 an hour varies, based on experience.