Customer Solutions Technician I
Charlotte, NC, USA • Columbia, SC, USA Req #2117
Friday, September 27, 2024
Segra is searching for a dynamic and experienced Customer Solutions Technician I to work within our Charlotte, NC or Columbia, SC offices.
Role Overview:
Deliver the highest level of customer satisfaction for all incoming support/repair call center traffic with the understanding of being able to handle 70% of issues/requests being reported/submitted without CNOC, Engineering or Service Delivery support. Manage the resolution of all voice trouble reports not derived from core, data/internet issue in a 7x24x365 operational environment. Build and preserve supportive working relationships with customers with a customer first attitude. Execute customer voice network troubleshooting, repair and move/add/change support. Identify, investigate and resolve chronic voice issues within the customer's network. Provide constructive feedback regarding process improvements to increase internal efficiencies and improve customer experience. Increase customer satisfaction by decreasing procedural errors while providing educated and knowledgeable service delivery methods to solve the customer's problem versus correcting a symptom. Maintain the reduction in service delivery intervals by provisioning voice related services and IP telephony equipment. Other duties as assigned.
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Required Qualifications:
- Minimum of 1 year in a customer service role.
- Knowledge of technology or willingness to learn technical skills to work in a tech support capacity.
Preferred Qualifications:
- Associate's degree in a technical discipline or equivalent/related work experience
- 1 Year of Information Technology, technical support, or troubleshooting Experience.
- Call Center and ticketing system experience preferred.
- Strong communication and listening skills.
- Must possess the ability to think strategically/analytically in order to propose optimal solutions rather than addressing the symptoms from a service delivery/voice network support perspective.
- Must be adaptable while performing well under pressure.
- Ability to take independent action based on technical skills and sound judgement while prioritizing based on need.
- Must demonstrate the ability to assume new levels of responsibility and deal effectively with other people.
- Understanding of Layer 1 (Physical Layer) such as copper loop, T1, DS3 and fiber services.
- Understanding of IP Telephony protocols
- Understanding of Layer 2 and Layer 3 Ethernet services.
- Understanding SIP, ISUP/SS7 signaling, TDM technology.
- Understanding of network protocols, troubleshooting methodologies and equipment testing/provisioning and/or relatable work experience within communications industry.
About Segra:
Segra is one of the largest independent fiber network companies in the Eastern United States. We have a broad and dense service footprint across the mid-Atlantic and Southeast. In addition, we are known for our future-forward infrastructure and state-of-the-art voice and data technology solutions for businesses and the public sector, as well as wholesale transport services to some of the world's largest carriers. Our network features the latest advances in IP, ethernet, and dark fiber architectures, as well as high performance data centers throughout the mid-Atlantic and Southeast regions. Furthermore, our network powers technology solutions such as hosted voice, security, and cloud.
Segra has engineered our entire company operations to put our customers at the very center of everything we do. We invest in the communities of our customers by hiring locally and continually upgrading our network infrastructure. Segra has over 900 employees in 90 facilities, including 14 sales offices in 44 markets. We exist purely to help businesses within our footprint be successful.
Benefits Overview:
Segra offers a very robust benefits package to our full-time employees, some of which include:
- Medical, dental, vision insurance
- Life insurance
- 401(k) match
- Tuition and gym reimbursements
- Vacation/PTO, paid holidays, floating holidays
- Volunteer days, parental leave
Our Commitment to Equality:
Segra is an equal opportunity employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
Other details
- Job Family 13
- Pay Type Hourly