The Customer Service Technical Support serves as the first point of contact for customers seeking technical assistance and support. This role is responsible for handling inbound customer inquiries, creating and managing support tickets, performing basic troubleshooting, and communicating service updates. The analyst will conduct initial triage and resolve routine issues while escalating more complex problems to higher support tiers as needed.
Essential Duties and Responsibilities
- Answer inbound customer support calls in a professional and timely manner.
- Create, document, and update customer trouble tickets accurately within the ticketing system.
- Communicate effectively with customers regarding issue status, next steps, and resolution progress.
- Perform initial service reviews using monitoring tools, including aireMonitor.
- Review service status and provide customers with findings when services are operating normally.
- Open carrier tickets and notify customers when monitoring tools indicate a service outage.
- Access and utilize the aireReboot platform to remotely reboot broadband modems while customers are on the line.
- Perform basic troubleshooting activities, including:
- Connectivity checks
- Ping tests
- Traceroute testing
- Basic network diagnostics
- Gather and document relevant troubleshooting information to support escalation when necessary.
- Escalate unresolved or complex technical issues to a higher level support teams following established procedures.
- Maintain accurate records of all customer interactions and support activities.
- Meet established service level agreements (SLAs) and customer service standards.
- Collaborate effectively with internal teams to ensure timely issue resolution.
- Carrier and LEC ticket management follow up and escalations
Required
- High school diploma or equivalent required; Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
- Minimum 1 year of customer service, technical support, help desk, service desk, call center, or MSP experience.
- Strong verbal and written English communication skills.
- Ability to manage multiple customer interactions in a fast-paced environment.
- Basic understanding of networking concepts, including:
- TCP/IP
- WAN/LAN connectivity
- Internet services
- Experience performing basic troubleshooting such as ping and traceroute tests.
- Strong customer service and problem-solving skills.
- Ability to follow documented procedures and escalation processes.
- Proficiency with Microsoft Office applications.
- Equipment Experience is a plus
- CISCO, JUNIPER, FORTINET, MERAKI and/ or various other routers and firewalls
- VELOCLOUD, BIGLEAF, and FORTINET GW SD WAN devices
- 8X8, COREDIAL, INTELEPEER, and BROADVIEW/WINDSTREAM carrier portals
- BEC and CRADLEPOINT IOW devices
- SIP, SIP TRUNK and MGCP VoIP protocols
Preferred
- Experience working in a Managed Service Provider (MSP) environment.
- Experience using Salesforce Service Cloud or Salesforce ticketing systems.
- Experience using SolarWinds monitoring and network management solutions.
- Familiarity with service monitoring platforms and remote support tools.
- Knowledge of broadband, telecom, or managed network services.
- Experience with ticket management systems and incident tracking.
- Exposure to network monitoring, service desk operations, or NOC environments.
Key Competencies
- Customer Focus
- Communication Skills
- Attention to Detail
- Technical Aptitude
- Problem Solving
- Teamwork
- Time Management
- Documentation Accuracy
- Adaptability
This role is ideal for someone who can provide excellent customer communication, perform initial triage and basic troubleshooting, and efficiently route or escalate issues while delivering a positive customer experience.
Demonstrated knowledge and experience working with major telecommunications carriers and service providers, including AT&T, Verizon, Cox, Windstream, and 8x8. Familiar with carrier products, services, and support processes related to voice, data, internet, cloud communications, SIP trunking, and managed network solutions. Able to effectively coordinate with carrier representatives, troubleshoot service issues, manage escalations, and assist with service provisioning, implementations, and customer support activities. Understanding of carrier-specific service offerings, installation requirements, and order management processes to ensure timely delivery and resolution of customer needs.