Technical Support Technician

GoNetspeed is looking for a Technical Support Technician to join their team in Bangor, Maine. The successful candidate will provide Level I and potentially Level II troubleshooting and technical assistance in various areas of the company's 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

Benefits

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