Customer Care Support Technician Position Available In Mecklenburg, North Carolina

Customer Care Support Technician Partners Personnel 11215 North Community House Road, Charlotte, NC 28277

Description:

Job Summary:

Deliver the highest level of customer satisfaction for all incoming support/repair call center traffic with the understanding of being able to handle 70% of issues/requests being reported/submitted without CNOC, Engineering or Service Delivery support. Manage the resolution of all voice trouble reports not derived from core, data/internet issue in an 8-7 M-F operational environment. Build and preserve supportive working relationships with customers with a customer first attitude. Execute customer voice network troubleshooting, repair and move/add/change support. Identify, investigate and resolve chronic voice issues within the customer’s network. Provide constructive feedback regarding process improvements to increase internal efficiencies and improve customer experience. Increase customer satisfaction by decreasing procedural errors while providing educated and knowledgeable service delivery methods to solve the customer’s problem versus correcting a symptom. Maintain the reduction in service delivery intervals by provisioning voice related services and IP telephony equipment. May be asked to work non-traditional work schedules covering 7x24x365 operations if deemed necessary due to weather events and network outages. Other duties as assigned. Duties & Responsibilities Troubleshooting, service restoral of Segra supported equipment and services. Handle all voice related troubles not derived from core or data/internet issue through first call resolution. Provide Tier I support for data/internet/firewall related equipment and products. MACD Service Delivery Support – Complete customer requested moves, adds, changes and disconnects of communications related services (voice, data, internet) including ticket creation, switch/equiment provisioning/shipment and billing updates. Process all internal MACD requests under $250.00 including those Manage inbound and outbound calls in accordance with departmental policies and procedures. Effectively communicate with customers to understand customer needs. Create and manage trouble tickets in accordance with departmental policies and procedures. Manage and perform special projects as assigned.

Qualifications Education:

Associates Degree in

Technical Discipline or Equivalent/Related Work Experience Experience:

1

Year of Information Technology, Technical Support, Troubleshooting Experience Required Key Competencies:

Strong communication and listening skills a must. Must possess the ability to think strategically/analytically in order to propose optimal solutions rather than addressing the symptoms from a service delivery/voice network support perspective. Must be adaptable while performing well under pressure. Ability to take independent action based on technical skills and sound judgement while prioritizing based on need. Must demonstrate the ability to assume new levels of responsibility and deal effectively with other people. Understanding of Layer 1 (Physical Layer) such as copper loop, T1, DS3 and fiber services a must. Understanding of IP Telephony protocols, a must. Understanding of Layer 2 and Layer 3 Ethernet services preferred but not required. Understanding

SIP, ISUP/SS7

signaling, TDM technology preferred. Understanding of managed services preferred but not required. Understanding of network protocols, troubleshooting methodologies and equipment testing/provisioning and/or relatable work experience within communications industry a must.

Job Types:

Full-time, Contract Pay:

$15.00 – $18.00 per hour Expected hours: 40 per week

Shift:

Day shift

Work Location:

In person