Business Technical Professional I

Job Title: Business Technical Professional I

JOB OVERVIEW:

We are a spirited, vibrant, and dynamic inbound care center with a passion for world class customer service. As an award winning industry leader, our team of professionals provide an outstanding commitment to our customers by building lifelong relationships.  This position will provide first class technical support and customer service for all Business Solutions customers (HSD, Bus. Phone, WiFi and Video). The Business Technical Professional responds to issues presented by customers,

through advising them on the appropriate actions to take, completing testing and analysis to determine root cause, or remotely accessing network devices and customer premise equipment to run diagnostics and troubleshoot issues. This position specializes in providing support for commercial environments, electronic correspondence, outage coordination for supported products and complex technical assistance.

MAJOR DUTIES AND RESPONSIBILITIES

• Interface with internal and external partners to resolve customer issues.  Take ownership of complete issue resolution from start to finish via phone. Assist with billing needs of Business Solutions customers. Understand the Business Solutions customer sales needs and proper ownership for escalation. Use network monitoring tools such as Unified, DOC SIS, Solar winds, NSM, and SAA, etc. to detect and resolve issues for service technicians and customers division-wide. Communicate and escalate issues and concerns pertaining to events and maintenance to appropriate regional entities and management. Own customer callbacks related to trends, escalations, and follow ups. Create and proactively monitor tickets with the NOC for Business customer impacting events. Ability to scan through maintenance tickets and inform management and customers of impact potential. Support all Wireless, WiFi, and Business Video products and services. Complete documentation for all work performed, to include complex reports and ticketing systems. Ensure accuracy and completion of work performed and evaluate the effectiveness of results, in conjunction with team leads or management staff. Perform other duties as assigned.

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

• In-depth knowledge of NIC/USB installation and configuration.
• Understanding of complex customer installations and operating systems. Understanding of DNS: mx, a, ptr, cname, and txt records. Provisioning system proficiency. IP management via IP Database. Basic Linux knowledge. Thorough understanding of all monitoring tools. Complete understanding of Remedy ticketing system. Intermediate TCP/IP properties knowledge. Working knowledge of E-Mail Clients (Outlook and Outlook Express). Working knowledge of LAN and WAN topologies and networking concepts. Working knowledge of Internet Browsers(Explorer, Netscape, Firefox). Understanding of Wireless and Wi-Fi technologies. Working knowledge of routers, switches, and hubs. Intermediate to advanced RF and network cabling with regard to connectivity and usage. Working knowledge of Video monitoring and troubleshooting tools.
•        In depth knowledge of installation, configuration and administration of: Windows 2000/XP, Office, and Server packages.
• Excellent oral and written communication skills. Demonstrated dependability with experience in a team environment.
•        Display outstanding customer service skills when interacting with internal and external customers as well as possess a willingness to cross train with field and office personnel to provide depth in this position.

Education

• High school diploma or equivalent required
• A+ or Net + Certified

Related Work Experience - Number of Years

• Experience in Advanced Customer Service or Technical Support role - 6 months
• Or an equivalent combination of education, training and experience that would meet the skill requirements of the job

WORKING CONDITIONS:

• Office environment
• Exposure to moderate noise level
• Shift and /or on call may be required