A Specialist Enterprise Elite Technician is responsible for providing technical support to Windstream Elite Customers. The Elite customer base is made up of Fortune 500 businesses, State and Government agencies, Hospitals, Educational Institutions and key enterprise customers.
Services supported include Dedicated Internet, Ethernet, ATM, Frame Relay, Managed Router, VLS, MPLS, VPN, Dynamic IP, Fiber Access, Business LD, Business Voice, and other personalized services.
The individual will be expected to troubleshoot and resolve network and customer facing issues in a 24 x7 Network Operations Center.
Responsible for analyzing, testing, isolating and repairing network and customer issues. This may include any or all issues related to transport facilities, network routing/ translations or TDM Voice, VoIP and IP products and service
Specialists interface directly with Vendors, Sales Engineering, Account Management and Customer's technical support staff in order to resolve customer impacting issues. This includes performing customer advocacy duties while maintaining a positive and professional manner at all times even during high stress situations.
Utilize ticketing systems to record and track resolution of customer issues. The candidate must be willing to provide detailed information on each ticket with notes of steps taken, test results and resolution data.
Field customer calls and escalation via Automatic Call Distribution (ACD) queue
Must have the ability to work non-traditional work schedules covering 7 x 24 x 365 operations
Other duties may be assigned
Must have great customer service skills, the ability towork independently and excellent computer skills to be considered.
Must have the ability to work holidays and weekends whenrequired
A.S. / B.S. in Telecommunication or CCNA certification preferred or equivalent work experience.
An understanding of telecom switching topology and network architectures, trouble ticket system knowledge, facilities and equipment system knowledge(CLR/DLR/Technical WordDoc), knowledge of Remote Circuit Testing and experience in dealing with LEC's and other carriers helpful.
High School diploma or equivalent and 6 years experience with 4 years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.