Network Operation Center Service Support Specialist
SCTelcom
- Medicine Lodge, KS
- Permanent
- Full-time
- Inspire Pride
- Be human
- Listen first
- Invest in our neighbors
- Go above and beyond
This is a hands-on, full-time position with day-to-day duties that include handling business customer inquiries about our business products and equipment, proactively contacting potential business customers, onboarding new business customers with our solutions, addressing billing issues, promoting, and selling new business products and services, and creating conversations that place our customers at the center of our business. This position supports business customers by providing helpful information and answering questions to improve the customer experience.Essential Duties and Major Responsibilities:
- Responds to escalated business and residential phone and internet support tickets.
- Identities, investigates, and resolves problems, all to ensure efficiency and a positive customer experience.
- Guides customers through troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
- Collaborates with other staff to research and resolve problems.
- Arranges premise visits with outside technicians for repair or to replace damaged hardware.
- Applies knowledge of computer software, hardware, and procedures to solve problems.
- Diagnose and troubleshoot hardware or software problems.
- Stay current with residential and business solutions, changes, and updates.
- Assist with other duties as assigned.
- Bachelor's degree in computer science or related field preferred.
- 2+ years of experience in customer technical support highly preferred.
- 1+ years of experience in Telcom or similar regulated service industry is preferred.
- Excellent interpersonal and customer service skills.
- Problem-solving and critical thinking skills.
- Ability to quickly diagnose and resolve technical issues.
- Familiarity with and ability to troubleshoot business and residential networks and concepts (VLANs, network segmentation, IP addressing, WiFi networks, etc).
- Able to both operate and instruct others how to operate the latest technology.
- Knowledge of and ability to navigate most common operating systems (Windows, macOS, iOS/iPadOS, and Android OS).
- Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.
- Must be able to work in a fast-paced, structured, dynamic, and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
- Ability to work independently but seek leadership support when necessary.
- Must have a valid driver's license with a clear driving record.
- The work environment is the typical office environment. The employee must complete their work satisfactorily in an environment where they interact with customers via telephone, e-mail, or face-to-face to assist with various customer inquiries and issues. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse. The physical demands described here represent those that an employee must meet to perform this job's essential functions successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, crouch, or crawl.
- The employee must regularly lift and/or move up to 25 pounds and should do so in a sound and safe manner. This job's specific vision abilities include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
8:00 AM to 5:00 PM. Hours vary and are dependent on business needs. 40 Hour Work Week
Monday through Friday, hours may vary with the workload. Will be included in rotating On-Call schedule.Core Competencies:
- Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interruption.
- Oral Communication and Written Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information. Ability to communicate with clients or customers.
- Teamwork - Balances team and individual responsibilities; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills updated.
- Reasoning and Problem Solving - Using logic and reason to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems, identify complex problems, and review related information to develop and evaluate options and implement solutions.