AddressRoles & Responsibilities :
- Resolve routine Trouble Tickets, including but not limited to E-mail, voicemail, auto attendant, Web Hosting, and browser configurations
- Troubleshoot advanced product or service issues, including but not limited to DS1 transport, PRI / CAS / FXS telephony, and DNS with proper escalation as necessary to achieve optimal trouble resolution times
- Expected to handle customer calls with a positive problem-solving attitude
- Properly document in OSS system call purpose and resolution
- Strive for first call resolution, if first call resolution cannot be met, properly code trouble tickets for escalation to Tier 2 Tech Support using Ticket classification Guidelines
- Utilize online resources such as the knowledge base to resolve customer troubles
- Participate in continuing education and onsite training for new products and services
- Consult with Tier 2, Leads or Supervisor as needed for problem resolutions
- May perform additional duties such as data analysis, project management, reporting, as well as provide input for troubleshooting scripts and diagnostic tools
- Be available to work any shift in a 24x7 call center environment
- Flexibility to perform additional tasks or duties outside of normal daily activities
