Responsibilities
- Conduct physical and data link layer diagnostics using internal tools, carrier tests, router logs, loopbacks, direct comparisons, and performance metrics.
- Collaborate directly with competitive and incumbent local exchange carriers to identify and fix connectivity transport problems, including coordination with third-party vendors.
- Respond to incoming and outgoing technical support calls from clients, partners, and agents; generate and oversee internal and carrier trouble tickets, taking action or escalating as needed to meet SLA requirements.
- Deliver professional assistance via phone, email, and live chat; assess required actions, communicate clear expectations, and follow up on escalated cases until resolution is confirmed.
- Record all communications, technical issues, and solutions accurately and promptly in service tickets and related documentation.
- Determine root causes of outages or malfunctions, whether due to hardware, software, or user error, and guide stakeholders on corrective steps.
- Educate end users on telecom system operations and basic troubleshooting methods to improve self-sufficiency.
- Refer advanced technical issues to senior or lead engineers and Tier 2 teams when necessary; cooperate across departments to resolve complex service disruptions efficiently.
- Handle multiple technical cases concurrently with precision under pressure while adhering to service level commitments in a fast-paced environment.
Work Arrangement
Remote
