Network Services/Support

Description

DESCRIPTION
The Network Services/Support consultant is responsible for providing escalation support directly to large business customers. Job responsibilities include investigating, communicating, and documenting service conditions associated with MIS outages. At the customers request, Root Cause Analysis (RCAs) must also be composed, detailing the cause, duration, and resolution associated with the network condition. In creating RCAs, must interface directly with customers, agents, managers, and associated support organizations.

Responsibilities

• Conduct in-depth analysis of network impairments, compiling findings for direct customer review via a formal written document.
• Construct and deliver to customer a written explanation of service impairment. Document must clearly articulate network condition and ultimate resolution.
• Conduct in-center visits with external customers, providing a formalized introduction into IP Services Customer Care.
• Design and customize customer presentations based on account.
• Daily and weekly ticket review is also required, ensuring adherence.
  

Qualifications

• IP Knowledge a plus
• Prior experience interfacing directly with customers required
• Excellent communication skills a must
• As RCAs are typically delivered to senior management, mandates sound written communication
  
  SKILLS
  Prior experience interfacing directly with customer, Excellent communication skills a must
  Synectics offers competitive salaries and a full suite of benefits. EOE.