Technical Support Technician

GoNetspeed is seeking a Technical Support Technician to join their team. The successful candidate will be responsible for providing Level I and potentially Level II troubleshooting and technical assistance in the areas of voice-switched, optical transport, and Internet and IP based networks.

Requirements

• Clearly documenting ALL calls via our Ticketing System.
• Communicating complex technical issues to customers in an easy-to-understand manner.
• Respond professionally and proficiently to internal and external customers.
• Perform customer call backs as appropriate and small business customer support.
• Proactively monitor all in-service Systems and respond to major events appropriately.
• Ability to work in a fast-paced environment and multi-task proficiently.
• Answer incoming Customer repair calls.
• Be the first point of contact for our customers concerning technical / small business account support.
• Perform duties as ILEC and CLEC Dispatcher.
• New installation setup – data and/or voice.
• Resolve customer complaints of any type.
• Trouble ticket processing data and voice customers.
• Escalate issues to Verizon, Dispatch, Inside Plant, Engineering groups or wherever required in a timely fashion.
• DSLAM, E-mail, and voice switch provisioning.
• Maintain and supply timely updates for open trouble tickets in terms of accurate trouble tracking and resolution information.
• Maintain interaction with customers directly during the troubleshooting process.
• Regular updates of troubleshooting progress shall be given to the customer and recorded in the trouble ticket.

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance