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Overnight Technical Support Agent

Company

Fusion Connect
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-07-29
Posted at 11 months ago
Job Description
We are excited that you are interested in employment opportunities at Fusion!
Our preferred format for expressing interest in our open positions is via our online profile submission portal.
Submitting a profile along with your resume helps to speed the hiring process and places you in our system so that we can consider you for future opportunities as well.
Please review our current openings for a full listing of available opportunities. You can search for current openings by title and location and submit a profile to express an interest in these opportunities.
:
The Overnight Technical Support Agent’s duties and responsibilities include but not limited to answering all incoming customer calls in queue, proactively acknowledging alerts on circuit outages, receiving and processing customer trouble tickets, processing webform emails from the customer facing website into tickets, emailing customers about upcoming maintenances, overnight process request assignments, coordinate trouble ticket resolution with customers, vendors, and other service providers to minimize customer-affecting downtime.
Essential Duties and Responsibilities include the following: (Other duties may be assigned.)
  • Consult with peers and leadership as needed for problem resolutions
  • Strive for first contact resolution, if first contact resolution cannot be met, properly code trouble tickets for escalation to Tier II Tech Support using ticket classification guidelines
  • Resolve routine Trouble Tickets, including but not limited to broadband circuits, POTS, Hosted Voice, Managed Services, and Cloud admin requests and issues
  • Flexibility to perform additional tasks or duties outside of normal daily activities
  • May perform additional duties such as data analysis, project management, reporting, as well as provide input for troubleshooting scripts and diagnostic tools
  • Participate in continuing education and training for new products and services
  • Properly document in OSS system call purpose and resolution
  • Utilize online resources such as process flows and the knowledge base to resolve customer troubles
Knowledge, Skills and Abilities Requirements:
  • Candidate must possess the ability to learn, retain, and apply new information in an ever-changing environment
  • Professional demeanor
  • Must be able to work overnight (graveyard) hours including weekends
  • Be an active contributor in a positive team environment
  • Candidate must have strong analytical skills
  • Candidate must have a customer satisfaction driven attitude
  • Basic understanding of Windows Operating System
  • Must be self-sufficient and driven
  • Must follow predefined guidelines, protocols, and procedures as directed
  • Strong verbal and written communications and interpersonal skills
Education and/or Experience Requirements:
  • 2+ years’ customer service and/or technical support
  • High school diploma or GED equivalent, college degree preferred
  • IT certifications preferred
  • 1-2 years in Telecom Industry preferred