I am currently looking for a Bilingual Technical Support Technician for a company in the Atlanta area.I am looking to fill the position immediately.
Responsibilities:
Maintain ACD availability to answer all incoming customer calls in queue with appropriate opening script, customer identification, Average Talk and Wrap Up time objectives.
Resolve customer reported difficulties on all elements of service which the company offers, including but not limited to E-mail, voicemail, auto attendant, Web Hosting, Internet connectivity, voice connectivity, browser configurations.
Troubleshoot advanced product or service issues, including but not limited to DS1 transport, PRI / CAS / FXS telephony, and DNS with proper escalation as necessary to achieve optimal trouble resolution times.
Responsible for handling customer calls with a positive problem-solving attitude.
Properly document in OSS system call purpose and resolution.
Complete every call with appropriately setting customer expectations for issue/problem resolution time frame and notification.
Properly code trouble tickets using Ticket classification Guidelines. Utilize online resources to resolve customer troubles.
Actively participate in training classes for new products and services.
Consult with Tier II or supervisor as needed for problem resolutions.
May also perform additional duties such as; data analysis, project management, reporting.
Provide input for troubleshooting scripts and diagnostic tools
Mandatory Experience, Skills & Abilities:
Strong verbal and written communications and interpersonal skills
Minimum 1 year call center experience
Minimum 2 years desktop computer skills to include thorough working knowledge of all Microsoft operating systems and applications/programs, PC Hardware, desktop applications and peripherals such as printers and fax machines.
Minimum 2 years with TCP/IP protocol suite. SMTP, DNS, HTTP, etc
Minimum 1 year trouble shooting experience with Cisco routers and switches.
Minimum 1 year trouble shooting of Data Networking and routing protocols. OSPF, BGP, Access Control Lists, NAT, DHCP, and subnetting.
Minimum 1 year trouble shooting Layer 1 transport , DS1 and DS3 Circuits
Minimum 1 year trouble shooting LAN Networking. Switched vs. Hub environments, DHCP, NAT and Firewall applications.
Minimum 1 year with VPN services and required desktop client configuration.
Must be a proven self motivator with a good work ethic, and have demonstrated the discipline to work independently.
Able to work efficiently with the stress of a fast paced environment.
Problem solving skills, resourceful and effective in making decisions.
Excellent troubleshooting skills
Excellent analytical skills
Proven self starter who can work effectively both independently and in a team environment
Minimum 1 year managing multiple projects simultaneously
Minimum 2 years of basic voice and data networking concepts
Ability to work different shifts in a 24x7 environment (i.e. not strictly 9 to 5)
On call 24x7 to support the needs of the call center
Willingness to work overtime
College Degree. B.S. or higher in technical discipline or experience equivalency
Cisco CCNA or equivalent hands on experience
Desirable:
Production Internet services, ASP, CLEC, ILEC, or DLEC experience
Experience working for retail or wholesale telecommunications service providers, ASP, ILEC, CLEC, or IXC
Computer Science degree or equivalent expertise and industry experience
Experience with off-the-shelf network management applications
Experience with high-availability computing, network, and storage solutions
Experience in managing both voice and data networks
Experience managing IP services such as email and web hosting
Strong verbal and written communications and interpersonal skills
Experience with traditional TDM and/or VoIP telephony.
The above declarations are not intended to be an all-inclusive list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and be a reasonable representation of its activities.
Please let me know if this is something that you would be interested in speaking with me about.
If you are, indeed, interested in speaking with me about the position please send me a Word version of your resume ASAP.
It is NOT ok to contact this poster with commercial interests.
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