Customer Support - Network Operations Center
CHC Consulting, LLC - Woodlawn, MD

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Customer Support - Network Operations Center

CUSTOMER SUPPORT NETWORK OPERATIONS CENTER (NOC) Provide Tier 2 NOC customer support at customer premise Serves as second level of escalation for problem resolution with customers Role and responsibilities Direct, coordinate and provide the highest level of customer service and ensure customer satisfaction Provide Tier 2 help desk support to a variety of disciplines for resolution and follow up regarding inquiries relating to billing, ordering, provisioning or collection Resolves complex issues including repair, maintenance, billing, and or orders Proactively identify, communicate and resolve service affecting issues, technical support for product service resolution Provides trouble isolation for maintenance issues involving company facilities May act as a SME by sharing best practices 24X 7 environment Education skills/experience Intermediate to expert level on Microsoft Office: Outlook, Word and Excel Minimum 1-2 years’ call center/help desk or equivalent Excellent communication skills Layer 1 & 2 Tranport troubleshooting and testing Layer 3 Cisco Routing Potential certifications and or equivalent job experience - CCNA, CCNP, CCIE, CCVP Data and voice services: T3’s, T1’s, DSO, MIS, AVPN, ATM, Frame Relay, PL, SDN, ISDN, MIS/AVPN/ATM/Frame Relay services and local access

Serves as second level of escalation for problem resolution with customers

Role and responsibilities:
  • Direct, coordinate and provide the highest level of customer service and ensure
  • customer satisfaction
  • Some assignments may be customer facing
  • Provide Tier 2 help desk support to a variety of disciplines for resolution and
  • follow up regarding inquiries relating to billing, ordering, provisioning or collection
  • Resolves complex issues including repair, maintenance, billing, and or orders
  • Proactively identify, communicate and resolve service affecting issues, technical
  • support for product service resolution
  • Recognizes and recommends operational improvement
  • Provides trouble isolation for maintenance issues involving company facilities
  • May act as a SME by sharing best practices
  • Supports either sales or non-sales positions
  • 24X 7 environment

sologig - 8 months ago - save job
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