Senior Technical Support
Company: Consolidated Communications
Location: Ellensburg
Posted on: January 27, 2023
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Job Description:
Major Duties
Classification: Non-Exempt / Non-BargainingPosition may be located
in any CCI location.The role of a Senior Technical Support
Technician is to address all technical support customer inquiries
by understanding the customer's needs and offering appropriate
solutions. The Technician will provide over the phone technical
support and customer service to our business and residential
customers throughout our service area. In particular primary job
functions include but are not limited to receiving customer calls,
working and clearing trouble tickets
Responsibilities
In a timely manner, handles incoming Business customer trouble
reports. Work trouble reports generated by business and residential
customer call-ins and/or created from alarm notifications.Provide
back-end support of Service technicians in the field.Escalate
issues with vendors, local exchange carriers (LECs) and internal
support teams to resolve service interruptions.Notify Network
Facing NOC of major outages.Interact directly with customers
(internal and external) regarding service interruptions,
installation issues and support issues.Conduct remote diagnostic of
customer problems.Analyze network and individual customer trouble
reports finding resolution and dispatch or escalate those problems
which cannot be resolved remotely or within the department.Take
ownership, track and control the trouble to the resolution in a
fast pace multi-tasking environment.Reports to work on time and
maintains a satisfactory attendance record.
Qualifications
Technical/Professional training or knowledge: Knowledge of
optronics and switching (theory, operations, and maintenance).
Excellent leadership and communication skills, customer service
skill. Self motivated and possess strong teaming and interpersonal
skills. Attention to detail. Able to work well within a team
environmentWork experience: Must have at least 3 years of
Telco/Cable/Data experience in a combination of at least 5 of the
following fields:
Benefits Offered
We are proud to offer a comprehensive and competitive benefits
package:
Equal Opportunity Employer
All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, gender identity or
expression, sexual orientation, national origin, marital status,
familial status, genetics, disability, age, veteran status or any
other characteristic protected by law.
Keywords: Consolidated Communications, Yakima , Senior Technical Support, Other , Ellensburg, Washington
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