The Technical Service Representative I works under significant guidance and direction to provide technical and general support for all basic customer inquiries/issues relating to wholesale VOIP or dial-up operations.
Works under guidance from Technical Service Supervisor and Technical Service Representative II for completion of day-to-day support duties; Updating tickets, dealing with customer issues, responding to email requests.
Respond to/resolve customer inquiries/issues forwarded through the ticket system, email or phone.
Document status of all customer issues in ticket system.
Contact underlying carriers or Sales staff as appropriate to resolve customer technical issues.
Perform TN testing on TNs reported by customers; LNP TN overflow testing.
Assist in resolving mid-level technical issues.
Make outbound calls as necessary to obtain clarification from customers on outstanding issues and provide update status of current tickets.
Take inbound calls and create trouble tickets based on customer reports.
Communicate with vendors to open and update trouble tickets.
Participate in and contribute to daily support meetings.
Offer support for our internal Back Office portal used by customers.
Troubleshoot and document reported defects and submit to development team as necessary.
Test, confirm, and report (as necessary) API issues reported by customers.
Troubleshoot, test, confirm, and resolve (where possible) for all products/services offered.
Perform additional duties as assigned by Operations Manager or Technical Service Supervisor.
Desired Minimum Qualifications
Associates Degree from a technical school, college or university in Network Administration, or a closely related field preferred.
0-6 months customer service experience in telecommunications industry or network administration experience preferred.
Prior experience with Asterisk switching software, SIP protocol, SQL database, and general knowledge of national phone network issues preferred.
Necessary Knowledge, Skills and Abilities
Ability to work 8 hours a day and nights and weekends as assigned.
Working knowledge of basic email, internet, and versions of Windows operating systems, MS Office
Basic understanding of network interconnectivity and VOIP products.
Ability to prioritize work schedules and manage multiple projects simultaneously
Good customer service skills
Excellent verbal and written communications skills
Demonstrated trouble shooting and problem-solving skills
Ability and willingness to interact directly with customers
Friendly, helpful, can-do approach with excellent interpersonal skills
Additional Salary Information: Full benefits - many perks - fun culture