First line customer support (part of a 24/7 team)
Basic trouble ticket analysis of customer problems and either resolve or escalate as appropriate
Monitor XConnect systems and services to ensure 100% service is maintained and raise the alarm if there is any alert
Provide internal and external daily reporting to senior management
Be available to work directly with customers looking for live assistance
Manage the trouble ticket queue and priorities workload effectively
Document and catalogue any system changes performed
Conduct detailed SIP log analysis
Interface with the Routing and Sales teams to provide quick resolutions to complaints
Open tickets with suppliers at fault and work with them to resolve issues
Interface with Engineering, Systems and Development teams to escalate customer faults and follow through for resolution
Primary resource for global customer notifications
Perform other duties of a similar nature or level.

Requirements

Technical certifications
Undergraduate Degree
Technical support: 2+ years
2+ years troubleshooting networks
Hands-on experience diagnosing and resolving TCP/IP, DNS, DHCP, and VPN issues
Ability to speak additional languages is a plus.

Benefits

100% Company Paid Medical, Dental and Vision insurance for you and your family!
401(k) Savings Plan with Employer Contribution
100% Company Paid Short- and Long-Term Disability
100% Company Paid Life Insurance
Paid Time Off
A Variety of Voluntary Benefits
Hybrid work model with two required on-site days per week.

Applicant Tracking System Keywords

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

Hard Skills & Tools

trouble ticket analysisSIP log analysisTCP/IPDNSDHCPVPNnetwork troubleshootingsystem changes documentationcustomer supportreporting

Soft Skills

customer servicecommunicationproblem-solvingworkload managementteam collaborationescalation managementprioritizationattention to detailavailabilityinterpersonal skills

Certifications

Technical certificationsUndergraduate Degree