San Antonio, TX
24/7 Call center environment focused on submitting trouble tickets and handling calls, as well as quality based metrics for the team. This project will involved the installation and remote troubleshooting of linux servers and various manufactures of switching and routing equipment.
Serves as first level of escalation for problem resolution with consumer or business customers.
Role and responsibilities
· Responsible for resolution and follow up regarding inquiries relating to billing, ordering, provisioning , or collection
· Direct, coordinate, and provide the highest level of customer service
· Resolve most issues including repair, maintenance, billing, LSO, and/or orders
· Proactively identifies, communicates and resolves service affecting issues, technical support for product service resolution
· Recognizes and recommends operational improvement
· Supports either sales or non-sales positions
Education
· Typically a high school Diploma or equivalent
· Specific systems/requirement training based on the particular assignment, if required
· Strong typing and excellent communication skills – both oral and written
· Technical skills - WIFI, Routing, Linux, Oracle, UNIX and Ethernet gateway
· Potential certifications and or equivalent job experience - CCNA, CCNP, CCIE, CCVP
· Intermediate to expert level on Microsoft Office: Outlook, Word and Excel
· 1-2 years previous customer service experience required
Must be familiar with the following:
· • Linux
· • Computer Networking
· • Wifi
· Subnetting
· DSL Technology
· Must be able to type 30wpm (with accuracy)
· Strong communications skills
Please look at Skill level required as it it imperative that you have level stated and must show skills in the body of your resume. Must show where you utilized each skill.
Skills Inventory
• 1) Linux Intermediate Required
• 2) Subnetting Intermediate Required
• 3) DSL technology Intermediate Required
• 4) Computer Networking Intermediate Required
• 5) Wifi Intermediate Required
• 6) Routing Intermediate Required
• 7) Communication Skills (verbal/written) Expert Required
• 8) Accurate Typing skills 30 WPM Expert Required
• 9) Previous Tier 1 exp Intermediate Desired
• 10) Flexibility/team environment Expert Required