WOWSystems :: One Way Eleven · 5 hours ago
Technical Support Specialist- Commercial
United States
Full-time
Remote
Entry Level
$17/hr - $17/hr
1+ years expWOW! is a company that values respect, integrity, spirit of service, and accountability. The Technical Support Specialist- Commercial provides first-level customer support for WOW! Business Voice & Data Products, helping SMB and Enterprise customers resolve service-impacting issues in a 24/7 support environment.
Human Computer InteractionMobile AppsSoftwareSoftware EngineeringWeb Design
Responsibilities
Provide first-level support via inbound calls for WOW! Business Voice & Data products (POTS, EMTA, VoIP, Hosted VoIP, PRI, T1, SIP, HSD, Email, and CATV) including diagnosis, troubleshooting, and problem escalation
Successfully interact among WOW! Business customers, vendors, technicians, and WOW! personnel to resolve customer-impacting issues and events
Respond in a timely manner to trouble tickets, chat requests, and incoming calls as they are presented within the workflow queue, and work directly with customers to gather and document all necessary information to effectively analyze and troubleshoot service-impacting issues
Adhere to the Ticket Management policies and procedures as needed
Must be able to quickly recognize and diagnose telephony features, VoIP services, and customer premise equipment
Must be able to quickly recognize and diagnose customer or carrier issues and take correct steps toward problem resolution
Document all technical issues/solutions in the company ticketing or billing systems
All other duties as assigned
Qualification
Required
High school diploma or equivalent
1 year experience in the telecommunications field or previous experience providing technical support in a call center environment or equivalent
Have an understanding of local, long-distance, and toll-free telephony
Must be detail-oriented and well organized
Strong analytical and troubleshooting skills
Excellent communication skills including active listening skills, the ability to communicate effectively over the telephone, and ability to communicate technical information to a non-technical audience
Ability to multi-task and function effectively and consistently in a fast-paced environment
Flexibility in scheduling which may require evening, overnight, and weekend hours
Experience with word processing and spreadsheet software, Internet software, and email
Ability to learn billing software systems and access online support/tools
Preferred
Industry-recognized certifications such as CCENT, Network +, SIP School, or equivalent telecommunications training to include IPv4/IPv6, VoIP, and SIP
Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP, and networks and LANs to include IP Network Sub-Networking
Previous knowledge of RF Signals and HFC networks
Familiar with various Networking Tools and Monitoring Applications
Experience in Google Suites, Microsoft Office, or MAC
Benefits
Restricted stock grant!
Medical, dental, and vision insurance, and 401k with a company match
Paid time off, paid holidays, and tuition reimbursement.
Significant discounts on broadband packages for employees residing in our service areas.
Company
WOWSystems :: One Way Eleven
Wowsystems is an interactive software house. We develop interactive multimedia solutions for retail, museums, brands, tourism and many other markets.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase