Job Description
Technical Customer Service Level II
Job Summary:

Level 2 generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair or coordinating depot services. They handle escalated issues that Level I support is not equipped to handle.

Duties/Responsibilities:

• First call resolution contributor/self-motivated, and reliable even during high call volume days.
• Clear understanding of the difference between customer service and the customer experience.
• Product knowledge/quality focproblem solving/market knowledge/documentation skills including 50 WPM, listening, phone skills including tone/language, multi-tasking.
• Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s)
• Promote and maintain a high quality, professional service-oriented image among customers.
• Utilize company interface, tools, and resources to assist in troubleshooting technical problems.
• Respond to and resolve customer technical concerns received via telephone or email.
• Open, troubleshoot, document, and provide proper follow up on tickets until resolved.
• Diagnose and work to resolve customer issues and escalate to appropriate departments and personnel as needed.
• Configure and remotely assist in the installation, troubleshooting and replacement of company owned telecommunications equipment
• Serve as an escalation point for issues brought up by lower-level support agents

Required Abilities/Skills:

• Ability to work shifts in a 24/7/365 environment, including weekends, nights, and Holidays (When needed)
• Excellent interpersonal, time management/organizational skills
• Ability to maintain professionalism and patience in highly stressful situations and adapt quickly to change
• Ability to handle frequent changes, delays, or unexpected events effectively and professionally
• Strong work ethic, teamwork, and desire to help the customer at all costs
• Excellent telephone skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner
• Advanced knowledge of communications technology (Cable/Internet/Voice), and security products
• Bilingual in English/Spanish preferred

Education/Experience:

• Minimum High School Diploma or equivalent.
• Technical degree related to the telecommunications industry preferred.
• 4 or more years of experience in a tier II or related Telecommunications Call Center environment.
• CCNA Certification Required

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times