Tier One Repair Telecom

Pune - India

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Department:

Customer Service

Job Summary

RESPONSIBILITIES INCLUDE:

Testing and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting testing with carriers and working with customer vendors and/or technical support NOCs. This could include viewing router logs loop testing head to head testing and PM Stats or a combination of all of the above.
Working directly with CLECs and ILECs to troubleshoot customer transport issues.
Inbound/outbound technical call handling from customers agents and transport partners. Create internal trouble tickets and carrier tickets taking corrective action as required or contacting the appropriate parties to resolve issues.
You will be working with customers via email chat and phone to resolve issues. You will have to determine the appropriate actions to take and have the self-motivation to deal with the service issue.
Manage prioritize and multi-task to resolve trouble tickets as quickly and accurately as possible in order to meet contracted SLAs.
Provide a professional and courteous customer service experience and set expectations based on established processes.
Manage multiple issues simultaneously in high pressure environment where change is commonplace.
Make follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the clients satisfaction and use interpersonal skills to build strong relationships.
Log/document all interactions and issues efficiently.
Determine source of problems (hardware software user etc.) and advise on appropriate action (next steps) for resolution.
Provide technical support which would include training and educating end users.
Escalate to Senior/Lead Technician on shift as necessary for trouble resolution
Troubleshoot and interact with leads managers and tier 2 techs to make sure the customer issues are resolved as quickly as possible.
Work with other departments to help in resolving complex service issues.
Position requires a minimum of one (2) years of previous Telecom Technical Customer Support job-related experience.

Qualifications :

Experience

2 years of experience researching and resolving telecom technical issues (voice internet & data issues).
Strong knowledge of WAN technologies. Experience with centralized device monitoring and management tools.
Working knowledge of Cisco and Adtran routers Velo SD-WAN devices Meraki and Fortinet Firewall hardware
Basic Understanding of SD-WAN and Firewall technologies.
Prior experience working with CLECs and ILECs (Verizon AT&T CenturyLink etc.)
Prior experience with broadband copper fiber and wireless transport
Basic experience with network topology
Basic understanding of ping and trace route
Excellent attention to detail and writing skills with the ability to make clear and concise notes in repair tickets emails and internal or external correspondence.
Familiar with SIP (Session Initiated Protocol) RTP (Real-time Transport Protocol).
Any telecom Certifications are a plus
LAN/WAN router and firewall technologies knowledge is a plus
Familiar with loopback testing and troubleshooting is a plus
Experience with SD-WAN and Firewall technologies is a plus
Working knowledge of Traditional TDM networks is a plus

Additional Information :

The hours will vary monthly or quarterly. We have six standard shifts:

Day Shift: 7 AM 4 PM
Mid Shift: 2 PM 11 PM
Night Shift: 10 PM 5 AM

Start and end times may vary by one to two hours. Scheduled workdays can fall within any of the following ranges:

Monday to Friday
Sunday to Thursday
Tuesday to Saturday

Remote Work :

Yes

Employment Type :

Full-time

RESPONSIBILITIES INCLUDE:Testing and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting testing with carriers and working with customer vendors and/or technical support NOCs. This could include viewing router logs loop testing head to head testing and PM Stats or a combin...

RESPONSIBILITIES INCLUDE:

Testing and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting testing with carriers and working with customer vendors and/or technical support NOCs. This could include viewing router logs loop testing head to head testing and PM Stats or a combination of all of the above.
Working directly with CLECs and ILECs to troubleshoot customer transport issues.
Inbound/outbound technical call handling from customers agents and transport partners. Create internal trouble tickets and carrier tickets taking corrective action as required or contacting the appropriate parties to resolve issues.
You will be working with customers via email chat and phone to resolve issues. You will have to determine the appropriate actions to take and have the self-motivation to deal with the service issue.
Manage prioritize and multi-task to resolve trouble tickets as quickly and accurately as possible in order to meet contracted SLAs.
Provide a professional and courteous customer service experience and set expectations based on established processes.
Manage multiple issues simultaneously in high pressure environment where change is commonplace.
Make follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the clients satisfaction and use interpersonal skills to build strong relationships.
Log/document all interactions and issues efficiently.
Determine source of problems (hardware software user etc.) and advise on appropriate action (next steps) for resolution.
Provide technical support which would include training and educating end users.
Escalate to Senior/Lead Technician on shift as necessary for trouble resolution
Troubleshoot and interact with leads managers and tier 2 techs to make sure the customer issues are resolved as quickly as possible.
Work with other departments to help in resolving complex service issues.
Position requires a minimum of one (2) years of previous Telecom Technical Customer Support job-related experience.

Qualifications :

Experience

2 years of experience researching and resolving telecom technical issues (voice internet & data issues).
Strong knowledge of WAN technologies. Experience with centralized device monitoring and management tools.
Working knowledge of Cisco and Adtran routers Velo SD-WAN devices Meraki and Fortinet Firewall hardware
Basic Understanding of SD-WAN and Firewall technologies.
Prior experience working with CLECs and ILECs (Verizon AT&T CenturyLink etc.)
Prior experience with broadband copper fiber and wireless transport
Basic experience with network topology
Basic understanding of ping and trace route
Excellent attention to detail and writing skills with the ability to make clear and concise notes in repair tickets emails and internal or external correspondence.
Familiar with SIP (Session Initiated Protocol) RTP (Real-time Transport Protocol).
Any telecom Certifications are a plus
LAN/WAN router and firewall technologies knowledge is a plus
Familiar with loopback testing and troubleshooting is a plus
Experience with SD-WAN and Firewall technologies is a plus
Working knowledge of Traditional TDM networks is a plus

Additional Information :

The hours will vary monthly or quarterly. We have six standard shifts:

Day Shift: 7 AM 4 PM
Mid Shift: 2 PM 11 PM
Night Shift: 10 PM 5 AM

Start and end times may vary by one to two hours. Scheduled workdays can fall within any of the following ranges:

Monday to Friday
Sunday to Thursday
Tuesday to Saturday

Remote Work :

Yes

Employment Type :

Full-time

Key Skills

Customer Service
Mobile Devices
Locksmith
Apache
Mechanical Knowledge
Auto Body Repair
Roofing
Schematics
Soldering
Appliance Repair
Equipment Repair
Power Tools

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AireSpring

Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that ... View more

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