Posted: Tuesday, September 5, 2017 4:31 AM
The Trouble Resolution Specialist is a customer facing roll including handling inbound customer calls, chat and portal interactions. Technicians will be responsible for troubleshooting reported problems, providing updates and resolution of common network/product troubles. The trouble resolution technician will also be responsible for positioning contract renewal and upsell opportunities as well as Customer Satisfaction (CSAT) targets. Responsibilities Initiate diagnostics and additional testing and data gathering to resolve tickets or document information needed for next level support Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner. Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external organizations as needed, and meet MTTR and customer status expectations Escalate Trouble Tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed Diffuse difficult customers by reassuring customer we will work to resolve their issue in timely fashion Act as the primary customer point of contact for the customer throughout the life of a ticket, responsible for providing customer with regular status updates on Trouble Ticket progress, setting realistic expectations, and verify resolution Properly code Trouble Tickets with appropriate closure codes, detailing the results of the testing and resolution Escalation to management of service interruption patterns, to assist in the identification of potential network service effecting issues. Utilize available technology to efficiently respond to client requests Prioritize work to meet or exceed client expectations Work in partnership with other EarthLink Business service/repair oriented departments to respond to customer issues in a timely fashion Proactively resolve obstacles that interfere with job performance and/or job satisfaction Flexibility to work varied shifts to provide support to your team on an as needed basis, based upon customers business needs Basic Metrics: Meet MTTR goals of overall Trouble Tickets Meet LEC Referral MTTR goal Schedule Adherence of 98% (attendance, punctuality, breaks/lunches) Ticket Quality Score of 75% (monitoring 4-8 tickets per month, for ticket quality and customer status) Meet a 100% goal of Customer Status on Trouble Tickets Meet Monthly Scorecard metrics on multiple factors including tickets resolved, calls in/out, # public notes, quality, CSAT and Renewal targets. Technicians are to work a minimum of 4 tickets per hour Desired Skills / Abilities & Competencies Intermediate working knowledge of networking WAN/LAN topology Ability to isolate layer 1 issues WAN/LAN Basic Command Line interface knowledge In addition to the above, the Trouble Resolution NON-FACILITY position requires at least (but not limited to) two of the following: Working knowledge of Adtran/Cisco routers and switches Intermediate ability to evaluate client metrics such as overall bandwidth and QOS setting requirements Basic knowledge of voice switch platforms including Nortel DMS, Lucent 5ESS and MetaSwitch (Softswitch) Basic scripting and debugging Basic working knowledge of Network protocols such as ATM, Frame Relay and Ethernet Intermediate working knowledge of IP routing protocols such as BGP, OSPF, RIP and STATIC ROUTING Intermediate working knowledge of voice protocols such as CAS, ISDN, SS7, MGCP, H.323, and SIP Intermediate working knowledge of Voice features such as Call forwarding, Voice mail and Hunting as well as LNP process and troubleshooting Intermediate knowledge of Hosted Voice features including MADN, MLHG, Softphone, Hosted Contact Center/ACD and mobile communicator. Education and Experience AAS Degree in Computer Science or equivalent combination of education and experience. Experience in a technical service, help desk, or service desk environmen EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer. Windstream is a drug-free workplace.
• Location: Rochester
• Post ID: 30842637 rochester