Technical Support Representative II
On-siteChapel Hill, Tennessee, United States
Job Summary
Review service orders and help desk tickets in eLation+ for accuracy, completeness, and timely closure. Correct fiber, cable, and wireless equipment records within the Service Delivery Platform (SDP) and update facility maps to ensure accurate network data. Assign products to correct network ports and coordinate with Sales to resolve USOC corrections regarding service speeds and configurations. Collaborate with Facility Planning and Network Operations to resolve discrepancies in existing network records. Provision and program business customer equipment, including VoIP phones, and accurately document all troubleshooting activities and resolutions. Troubleshoot and resolve complex business customer service issues while participating in an on-call rotation for scheduled maintenance.
Required Qualifications
- Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field preferred; or a high school diploma (or equivalent) with a combination of relevant education, training, and experience.
- Demonstrated proficiency in Technical Support Representative I responsibilities, with the ability to assist and mentor team members in resolving customer issues.
- Experience troubleshooting internet, voice, Wi-Fi, or networking issues.
- Experience using ticketing systems to document, track, and resolve customer issues.
- Experience working with Microsoft Office Suite and computer-based applications.
- Strong customer service, analytical, and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to work independently while effectively managing multiple priorities in a fast-paced environment.
- Ability to participate in an on-call rotation and work evenings, weekends, or scheduled maintenance windows as business needs require.
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