Technical Support Tier 2

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Job Description Summary:

Fusion Connect is seeking an experienced networking and voice skilled technician to join our Technical Support Tier 2 team. Our technical teams are highly skilled employees with best practice experience in a variety of advanced products and services who enjoy overcoming challenges and working as a team. You will be collaborating with other team members to provide best-in-class customer service, every day, without exception. Our daily operational expectations include answering inbound calls, resolving complex issues, managing both internal and external escalations, and quickly resolving day-to-day operational requests. This is a customer-facing role and regular interaction with our customers is a must to achieve the best possible outcome.

Job Description:

This position may require flexibility in scheduling and on-call responsibilities to ensure escalations are addressed quickly during core and after hours.

Duties/Responsibilities:

Provide excellent customer service, every day, without exception, by accomplishing the following daily operational goals:

Work collaboratively within a tier 2 customer operations team to support a variety of services and equipment including Hosted Voice, SIP, SD-WAN services, professional/IT services, copper POTs services, and voice/data over multiple connection types including internet, managed circuits, LTE, and MPLS.

Provide problem identification, resolution, and after-action reports for continued cross training and incident response improvement

Navigate multiple CRMs and/or ticketing systems to appropriately manage and gather data

Troubleshoot complex network environments, products, and service issues, including 3rd party: Hardware, Circuits, and Legacy Copper POTS Lines - Examples: VPN, MPLS, BGP Peering, etc.

Expected to log into a call queue and handle customer and vendor calls with a positive problem-solving attitude

Strive for first call resolution, if first call resolution cannot be met, properly code trouble tickets for follow up and when necessary, escalation to Tier III Tech Support using Ticket classification Guidelines

Properly document in OSS system call purpose and resolution

Utilize online resources and internal knowledge base software such as “ProcedureFlow” to resolve customer troubles

Manage relationships between vendors, internal resources, and customers via phone, ticketing system/portal, email, and/or chat

Participate in continuing education and training for new products and services

Must follow predefined guidelines, protocols, and procedures as directed

Consult with Tier III, lead, supervisor, or manager as needed for problem resolutions

Be available to work any shift in a 24x7 call center environment

Level 2 on-call responsibilities at logged hourly time for work performed

Flexibility to perform additional tasks or duties outside of normal daily activities

This could include participating in a Tier 1 support role, service delivery capacity or professional services support environment

Required Skills/Abilities:

Strong analytical thinking and problem-solving skills

Strong teamwork and communication skills

Ability to work under pressure, and to make calculated decisions

Ability to manage multiple tasks/priorities and act quickly in a fast-paced environment

Scheduling flexibility

Thrive in a remote workspace from home, including internet and dedicated workspace, and accountability for productivity

Trustworthy work ethic and ability to work independently

Demonstrated documentation skills for clearly communicating methods and procedures to lower tier support teams

JOBREQ-27771

Remote/Remotely/Tele/Telecommute/From home