About the Role

The role involves providing responsive and effective support to customers across multiple channels by addressing technical, billing, and general service inquiries.

Responsibilities

• Ability to handle all Enterprise Technical, Billing, General Customer Service issues.
• Resolve complex firewall and network issues related to network, hardware, or application performance.
• Assist lower Tiers of support with advanced remote diagnostics and escalated support cases.
• Execute advanced tasks such as configuration changes, firmware upgrades, and system validations.
• Coordinate with Client Networking Engineering, field service and other internal and external teams, when necessary, for problem resolution
• Review network performance metrics and health indicators to proactively identify potential service issues.
• Other testing or maintenance activities

Qualifications

• Highschool degree or equivalent
• >=6 months Experience in A Customer-Facing Role
• >=6 months Experience in a Technical Support Role
• Prior contact center experience
• Intermediate to Advanced Networking Knowledge and Skills
• Basic working knowledge in common hardware used to access the internet (desktops, laptops, tablets, gaming systems, smart phones)
• Basic familiarity with common software and applications (MS Office, Email, Browsers, Social Media Platforms)