Tier One Repair Telecom

Company Description

Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.

As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.

The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.

We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".

Job Description

RESPONSIBILITIES INCLUDE:

• Testing and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting, testing with carriers, and working with customer vendors and/or technical support NOC's.  This could include viewing router logs, loop testing, head to head testing, and PM Stats or a combination of all of the above.
• Working directly with CLEC's and ILEC's to troubleshoot customer transport issues.
• Inbound/outbound technical call handling from customers, agents, and transport partners. Create internal trouble tickets and carrier tickets, taking corrective action as required or contacting the appropriate parties to resolve issues.
• You will be working with customers via email, chat, and phone to resolve issues. You will have to determine the appropriate actions to take and have the self-motivation to deal with the service issue.  
• Manage, prioritize, and multi-task to resolve trouble tickets as quickly and accurately as possible in order to meet contracted SLA's.
• Provide a professional and courteous customer service experience and set expectations based on established processes.
• Manage multiple issues simultaneously in high pressure environment where change is commonplace. 
• Make follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the client's satisfaction and use interpersonal skills to build strong relationships. 
• Log/document all interactions and issues efficiently. 
• Determine source of problems (hardware, software, user, etc.) and advise on appropriate action (next steps) for resolution. 
• Provide technical support which would include training and educating end users. 
• Escalate to Senior/Lead Technician on shift as necessary for trouble resolution
• Troubleshoot and interact with leads, managers and tier 2 techs to make sure the customer issues are resolved as quickly as possible.
• Work with other departments to help in resolving complex service issues. 
• Position requires a minimum of one (2) years of previous Telecom Technical Customer Support job-related experience.  

Qualifications

Experience

• 2+ years of experience researching and resolving telecom technical issues (voice, internet & data issues).
• Strong knowledge of WAN technologies. Experience with centralized device monitoring and management tools.
• Working knowledge of Cisco and Adtran routers, Velo SD-WAN devices, Meraki and Fortinet Firewall hardware
• Basic Understanding of SD-WAN and Firewall technologies.
• Prior experience working with CLECs and ILECs (Verizon, AT&T, CenturyLink, etc.)
• Prior experience with broadband, copper, fiber, and wireless transport
• Basic experience with network topology
• Basic understanding of ping and trace route
• Excellent attention to detail and writing skills with the ability to make clear and concise notes in repair tickets, emails, and internal or external correspondence.
• Familiar with SIP (Session Initiated Protocol), RTP (Real-time Transport Protocol).
• Any telecom Certifications are a plus
• LAN/WAN, router, and firewall technologies knowledge is a plus
• Familiar with loopback testing and troubleshooting is a plus
• Experience with SD-WAN and Firewall technologies is a plus
• Working knowledge of Traditional TDM networks is a plus

Additional Information

The hours will vary monthly or quarterly. We have six standard shifts:

• Day Shift: 7 AM – 4 PM
• Mid Shift: 2 PM – 11 PM
• Night Shift: 10 PM – 5 AM

Start and end times may vary by one to two hours. Scheduled workdays can fall within any of the following ranges:

• Monday to Friday
• Sunday to Thursday
• Tuesday to Saturday

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