Customer Service Specialist Cwa

The Customer Service Specialist – Ethernet Enterprise Repair role is responsible for all activities associated with Infrastructure monitoring and repair of the Metro Ethernet network, along with activation/augmentation activities. This is a position requiring technical expertise, troubleshooting skills, and a strong focus on network reliability. The position requires self-direction and urgency, and the ability to work in a fast-paced environment with multiple priorities.

• Works independently with minimal or no supervision.
• Communicates with others to provide technical guidance on systems and components.
• This is a Network Operations Center that receives a high volume of inbound calls, trouble tickets, and activation/augmentation tasks. Must demonstrate a sense of urgency.

• Solves chronic repair problems by conducting various diagnostic tests using conventional and specialized test equipment and referring to vendor/manufacturer provided documentation to identify the extent and source of obscure, hard-to-resolve problems that have defied routine troubleshooting techniques. Uses software and hardware tools to identify and diagnose network status and problems.
• Monitors and provides follow-through on repair tickets and escalates as needed.
• Takes calls from technicians in the field and central offices for network repair issues or activation/augmentation.
• Troubleshoots complex repair issues on the Metro Ethernet, ATM, Frame Relay platforms.
• Responsible for repair activities on the Metro Ethernet, ATM, Frame Relay network Infrastructure. Responsible for network monitoring and outage management.
• Responsible for network Infrastructure Activation/Augmentation activities on the Metro Ethernet, ATM networks.
• Responsible for identifying and resolving reported trouble and/or proactively ticketed trouble.
• Takes calls from internal customer support centers reporting trouble on the network.
• Responsible for thorough documentation of work activities.
• This is a fast-paced job w multitasking is required with an ability to prioritize tasks and manage the completion of multiple concurrent tickets. Problem solves and uses organizational skills to meet critical management and customer demands measured by key performance indicators. Proficiency and ability to multitask or toggle between several computer applications and databases simultaneously.

• Troubleshooting experience with Ethernet, ATM, Frame Relay, IP, DSL, and/or Transport.
• Ability to interface directly with internal customers over the phone.
• This center is open 24 hours a day, 7 days a week. Must be willing to work day, evening, and night shifts; also to work overtime, weekends, and holidays as required depending
• Strong technical skill level working on complex assignments involving network repair or activation/augmentation.
• Computer literacy, multi-tasking, problem-solving, strong verbal communication, and customer service soft skills are a must.
• Troubleshooting experience with CISCO, Alcatel, Lucent, Adtran, Ciena, Calix, Juniper, and/or other vendor hardware.
• Troubleshooting experience using a variety of Element Management Systems.
• Upon employee skills, abilities, and the needs of the business. Hours are based on the needs of the business and are subject to change.
• Solid knowledge of network layers 1, 2, and/or 3.

• 1+ year of troubleshooting experience with Ethernet, ATM, Frame Relay, IP, DSL, and/or Transport.
• Advanced knowledge of network layers 1, 2, and 3. CCNA or CCNP Certification