Current Statistics
1,627,178 Total Jobs 285,461 Jobs Today 17,956 Cities 222,694 Job Seekers 146,724 Resumes |
|
|
|
|
|
|
Strategic Customer Support Technician - BTS (Remote) - Grand Rapids Michigan
Company: MetroNet Inc. Location: Grand Rapids, Michigan
Posted On: 04/27/2024
DescriptionLove Your Mondays again! Strategic Customer Support Technician The Strategic Customer Support Technician will perform customer trouble isolation and repair, document issues and incidents across the voice, video, and IP network. This position recognizes, acknowledges, fixes, documents, and clears customer trouble tickets. The Strategic Customer Support Technician provides support through troubleshooting customer issues, analyzes customer records, works closely with Field Technicians to resolve customer issues. Provides support in a quality-oriented, professional manner that will aid and facilitate the teams in exceeding customer expectations. ESSENTIAL JOB FUNCTIONS: - Troubleshoots voice, data, and video troubles.
- Provide troubleshooting support for Field Services technicians.
- Provide technical training to peers.
- Answers incoming calls to ensure that service levels are being met.
- Perform customer premise fault analysis, isolation, and remediation in Voice, Video, IP, optical, and other technologies.
- Provide Single Point of Contact duties for high-risk & service impacting events.
- Interface with customers, engineers, vendors, and technicians to resolve trouble reports.
- Escalation of events internally and externally to minimize customer service disruptions.
- Provides status updates to network events to customers in the event they receive a call.
- Operate in alignment with BTS hours of operation. Including on-call and weekend coverage.
- Work tickets in a priority manner, detailing in each ticket the steps taken, results received, and resolution.
- Train others as needed on process and technologies.
- Perform other related duties as assigned.
JOB QUALIFICATIONS AND REQUIREMENTS: |
|
|
|
|
|
|