Major Duties
Classification: Non-Exempt / Non-Bargaining
Position may be located remote. #LI-Remote
Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities. Consolidated Communications is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live. At Consolidated, our employees make the difference. We welcome and value individuals from different cultures, with diverse life and work experiences and educational backgrounds.
The role of a Technical Support V Technician is to address all technical support customer inquiries by understanding the customer's needs and offering appropriate solutions. The Technician will provide over the phone technical support and customer service to our commercial and carrier customers throughout our service area. In particular primary job functions include but are not limited to receiving customer calls, working and clearing trouble tickets.
This position is fully remote but must be within commute distance of a CCI office.
Responsibilities
In a timely manner, handles incoming commercial and carrier customer trouble reports. Work trouble reports generated by customer call-ins and/or created from alarm notifications.
Provide back-end support of Service technicians in the field.
Escalate issues with vendors, local exchange carriers (LECs) and internal support teams to resolve service interruptions.
Notify Network Facing NOC of major outages.
Interact directly with customers (internal and external) regarding service interruptions, installation issues and support issues.
Conduct remote diagnostic of customer problems.
Analyze network and individual customer trouble reports finding resolution and dispatch or escalate those problems which cannot be resolved remotely or within the department.
Take ownership, track and control the trouble to the resolution in a fast pace multi-tasking environment.
Reports to work on time and maintains a satisfactory attendance record.
Other duties or tasks as assigned.
Adhere to all company and department policies.
Qualifications
Technical/Professional training or knowledge: Knowledge of optronics and switching (theory, operations, and maintenance). Excellent leadership and communication skills, customer service skill. Self-motivated and possess strong teaming and interpersonal skills. Attention to detail. Able to work well within a team environment
Work experience: Must have at least 3 years of Telco/Cable/Data experience in a combination of at least 5 of the following fields:
Voice over IP
Analog/Digital transmission testing
Knowledge of Ethernet/DS3/DS1/SHDSL technologies
Network Operations Center functions
Experience working in the DMS, Lucent 5ESS, Lucent 5010, Metaswitch, and Broadsoft platforms
Adtran and Cisco IOS
Routers/switch function
LAN/WAN topology
IP routing
TCP/IP
MPLS
Cloud Wifi
Firewalls
Additional Skills:
3+ years' experience in a Help Desk environment or related customer support environment supporting a large number of users or related experience.
License required: A+, MCSE, CCNA certifications are preferred but no required.
Working knowledge of UNIX/Linux systems preferred.
General education or equivalent: High school diploma. College degree or equivalent work experience in telecommunications desired.
Physical Demands: Physical demands are minimal and consistent with the performance of routine clerical duties in an office setting. Most of the day is spent sitting at a desk, working with computers, printers, files, and standard office
