Network support coordinator job description

Tier 2 VoIP/Network Support

Momentum Telecom empowers human connections through developing, streamlining and integrating cloud voice and cloud-based applications in order to enable others to thrive. An industry leader in customer experience, Momentum Telecom uses superior technology, a geo-redundant network and a nationwide network of more than 500 white label and channel partners to empower businesses to communicate better, faster and more efficiently.

Summary

As a member of our Unified Communications Support team, you will be tasked with providing advanced technical support to Momentum's customers post-implementation. You are the primary point of contact for any support requests and any product application/service support for our customers.

We are seeking candidates who are highly technical, have a passion for technology, and most importantly know how to sustain customer satisfaction.

Essential Duties and Responsibilities

• Provides superior customer service and advanced technical support for direct business customers including troubleshooting, making configuration changes, processing change orders, answer how to questions, and billing inquiries.
• Answer all calls delivered within 3 rings or less.
• Utilize all required resources and work flows to accurately resolve or escalate customer issues.
• Adhere to Momentum Telecom Company and departmental policies and procedures.
• Maintain acceptable performance according to published standards.
• Demonstrate ability to work effectively with other team members.
• Identifies and recommends process improvement ideas to Management.
• Demonstrate exceptional customer service behaviors such as: being friendly and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information.
• Contributes to the accomplishment of individual, team and customer performance goals.
• Troubleshooting technical problems, setting up advanced configurations, escalating with telecom carriers, escalating with internet service providers, and handling all escalations from Tier 1.
• Being the point on unresolved issues to ensure resolution or appropriate escalation to other work groups.

Education and Experience

• High school graduate, some college or technical troubleshooting experience preferred
• Two years of proven successful customer service experience, inbound call center customer experience preferred
• Demonstrated interest in technology
• Two years' practical work experience or education in telecommunications or networking related field
• Two years working knowledge and troubleshooting experience of SIP, RTP, UDP, TCP, and NAT technologies
• Two years troubleshooting experience with carriers for access and last mile facilities
• Two years working knowledge of DNS, Web, email, voice mail, and eFax services
• Demonstrates exceptional knowledge of support operations and practices
• BA or BS degree with a telecommunications or networking concentration

Preferred Knowledge, Skills, and Abilities

• Advanced knowledge of Momentum UC Direct and reseller products and services
• Knowledge of IT configuration and related troubleshooting procedures
• Demonstrated complex problem-solving abilities
• Demonstrated exceptional customer service skills
• Demonstrated exceptional written and verbal communication skills