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Vero Networks · 3 weeks ago

Technical Support Representative

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Vero Networks is dedicated to providing reliable broadband services to underserved communities. The Technical Support Representative will serve as the first point of contact for customers, handling technical support requests and ensuring incidents are managed according to quality standards.

Information TechnologyInternetTelecommunicationsWireless

No H1B

Responsibilities

Be actively logged in and available to answer all incoming calls from customers with the ability to identify, troubleshoot and resolve their issues

Monitor inbound emails from customers and automated systems. Create/manage incident and service request in the ticketing system

Perform troubleshooting, fault identification and execute a resolution or a workaround to reestablish services as quickly as possible

Coordinate maintenance and repairs with field support, network engineers, and vendors

Provide regular notifications to customers on network outages and/or upgrades

Document all processes and outages through the internal ticketing systems

Qualification

Cisco certificationNetwork technologiesTroubleshooting methodsCustomer supportData flow understandingCommunicationProblem-solvingSelf-motivatedOrganizational skills

Required

Experience working 2-3 years in a technical support role

High School diploma or GED

Successful training or certification in Cisco, Cambien, Calix and Juniper

Working knowledge of network technologies and components such as switches, routers, and firewalls and RF technologies such as LTE, wireless radios, Wi-Fi, etc

Understanding of the essentials of data and signal flow through a network

Understanding of support tools, techniques, and how technology is used to provide wireless and fiber internet services

Experience with telnet, RDP, traceroute, Ping and other network troubleshooting methods

Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care

Ability to organize and prioritize work and adapt to changes quickly

Self-guided approach to learning and gaining knowledge in addition to company provided training

Self-motivated with the ability to work in a fast paced, team-based environment

Ability to effectively solve problems or escalate issues as needed