Customer Support - Network Operations Center

Texas  ‐ Onsite
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Keywords

Description

Provide Wi-Fi technical support of foreign language customers, specifically Mandarin.

Duties and responsibilities of the position include:
  • Providing telephone and email Tier 1 up to Tier 2 support and problem resolution for external and internal customers for issues of moderate complexity
  • Deliver known solutions
  • Escalate as required - dispatch and notify proper channels in support of the customer
  • Follow up with customer/property on closed issues
  • Use computerized system for tracking - ability to navigate a computerized data entry/computer applications
  • Adhere to defined call center procedures and standards
  • Open, update and close trouble tickets - Proficiency measured primarily by installation trouble tickets work/completed and handling calls, as well as quality based metrics for the team
  • Requires a well-rounded knowledge of networking concepts, networking implementation, and software concepts and use. required in the testing and analysis of all elements of the network facilities
  • Assists in the rapid assessment of both the nature and severity of customer problems and initiates calls to various support organizations as needed
  • Manage the installation and remote troubleshooting of Linux Servers and various manufacturers of switching and routing equipment
  • Manage personal phone queue and handle multiple forms of electronic communication related to the project
  • Maintains documentation of daily operations
  • Install and test commercial networks
  • Effectively communicate with clients and various levels of management
  • Provide and document consistent accurate and detailed analysis of issues for each installation
  • Assists in the collection of customer requested data such as traffic reports
  • May be responsible for contributing to compliance with environmental laws and regulations
  • Experience with Subnetting and be able to segment IPs into smaller groupings.
SKILLS:

REQUIRED skills/experience:
  • Fluent in Mandarin
  • 1 to 2 years technical call center/helpdesk; customer call center/customer service experience - we are looking for a true professional
  • Navigating & Troubleshooting Windows & Mac OS
  • Small and Large Scale network experience
  • Understanding Smart Phone Usage
  • Flexibility as assignment is 24 X 7 - 365
  • Excellent English Communication skills (written and oral)
  • Must be available for the first three weeks of mandatory training AND successfully complete the training.
  • Expert Wi-Fi Technologies Experience
  • Strong Linux CLI, Cisco IOS, WIFI, Computer Networking
  • Previous Telco experience
  • Understanding of environmental laws and regulations
  • Expert computer skills Microsoft Suite: Excel and Access
  • Clear understanding of DSL delivery technology, alternative delivery methods (cable fiber net)

DESIRED skills/experience:
  • Proficiency in Spanish and French
  • Previous Tier 1 -Tier 2 miscellaneous tech support experience.
  • Experience in hospitality/service industry environment.

Education
  • Typically a high school diploma or equivalent; some college/full degree may be required
Start date
n.a
From
Synectics
Published at
08.12.2013
Project ID:
638380
Contract type
Freelance
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