Description

You will provide technical customer service and network monitoring within a 24/7 operational environment.

Responsibilities

• Troubleshoot service types including T1, DS3, and ethernet solutions.
• Manage and resolve customer-initiated trouble tickets through documentation and active follow-up.
• Monitor telecommunications network performance, including usage, load patterns, and system response.
• Escalate issues to LEC partners and hold them accountable for offnet repairs.
• Communicate technical issues and status updates to customers, internal teams, and management via phone and email.

Required Skills

• 5+ years of experience in technical troubleshooting or related roles.
• Foundational understanding of the OSI networking model, specifically the physical, data link, and network layers.
• Proficiency with Microsoft applications and ticketing systems.
• Experience managing, correlating, and prioritizing multiple simultaneous trouble reports.
• Strong verbal and written communication skills for interfacing with customers and carriers.
• Ability to work independently in a 24/7 shift environment.
• Proven problem-solving skills and logical thinking under pressure.
• Strong organizational skills and ability to manage work prioritization.

Preferred Skills

• Previous experience in a customer service or call center environment.

Key Skills

Education

Any Graduate