Technical Customer Service Level II

at SNI Technology
Location Miami, Florida
Date Posted June 22, 2022
Category Call Centre / CustomerService
Job Type Not Specified


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.


  • 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


  • 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

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