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Windstream · 1 month ago

Customer Support NOC Tech

107 St Francis St, Mobile, AL 36602, USA

Full-time

Onsite

Entry Level

1+ years exp

Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States. The Customer Support Network Operations Center (NOC) Technician plays a crucial role in managing customer interactions and troubleshooting basic technical issues while maintaining a high level of professionalism and customer satisfaction over the phone.

Internet

Responsibilities

Efficiently manage a high volume of calls, ensuring timely and effective communication with customers

Provide first-line support for network-related customer inquiries and issues via phone, email, or chat

Follow communication scripts and procedures when addressing various topics, ensuring clarity and consistency

Respond accurately and efficiently to customer inquiries, offering potential solutions and ensuring customers feel valued and supported

Engage in active listening to understand customer needs, confirm, or clarify information, and de-escalate situations with dissatisfied customers

Strive to meet or exceed network operating center performance metrics while consistently delivering excellent customer service

Establish and maintain strong, lasting relationships with customers by going the extra mile to address their needs, complaints, and issues regarding products or services, ensuring their satisfaction through trust and reliability

Proactively engage with clients through inbound and outbound calls to thoroughly understand and address their needs, complaints, and issues with products or services

Participate in training and other learning opportunities to enhance knowledge of company processes, network protocols, and industry best practices

Qualification

Customer serviceNetwork operationsTechnical supportMicrosoft OfficeVerbal communicationWritten communicationActive listeningProblem-solvingAttention to detail