Monitoring of the Production and Disaster Recovery Data Centers and related components
Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a managed service or data hosting customer agreement.
Troubleshooting and sustaining/improving managed service Radio Frequency (RF) and Internet Protocol (IP) network capabilities through the use of various monitoring tools and applications.
Receives and resolves incident requests from internal and external customer inquiries by providing support via the telephone, e-mail, etc.
Works independently 70%+ of the time.
Triage, diagnose and escalate incidents to other support groups; responsible for sharing knowledge for all escalated incidents
Each shift (day, swing and night) will be responsible for communicating the Shift Brief documentation to the next shift.
Logs, accurately tracks and documents all work within ticketing system, Customer relationship management (CRM).
Acts as communication hub for all of Customer Operations unplanned incidents and scheduled events
Resolve customer complaints via phone, email, and CRM
Supports and adheres to Company’s core values.
Performs other duties or responsibilities as assigned or required.
Supports and adheres to Company’s Code of Conduct and Ethics Policy.
Represents Company in a positive, professional manner when working with both internal and external customers.

Requirements

Associates Degree
1 - 3 + years of experience in customer service, technical support in related field, or utility industry.
Experience with the following software programs and operating systems: Windows, Windows Server Environment, Microsoft Office, SQL Server, Oracle, UNIX, Sun Solaris or related programs.
Experience with general PC hardware, communication devices, and/or networking.
Experience with case creation and management using ticketing software.
RF experience desirable
Utility operations experience desirable
A combination of education and experience may be considered.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingmonitoringRadio Frequency (RF)Internet Protocol (IP)ticketing softwareWindowsWindows Server EnvironmentSQL ServerOracleUNIX

Soft Skills

customer servicecommunicationindependenceproblem-solvingdocumentationescalationknowledge sharingprofessionalismteam collaborationadaptability

Certifications

Associates Degree