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Unified Communications Support Specialist

JOB SUMMARY

The UC Support Rep is responsible for providing advanced technical support to Momentum’s direct business customers and Momentum resellers. There are three levels in support: Tier 1, Tier 2, and Voice Escalations.

 

GENERAL DUTIES AND RESPONSIBILITIES:

Tier 1

  • Provides superior customer service and advanced technical support for direct business customers including troubleshooting, making configuration changes, processing change orders, answer how to questions, and billing inquiries.
  • Answer all calls delivered within 3 rings or less.
  • Utilize all required resources and work flows to accurately resolve or escalate customer issues.
  • Adhere to Momentum Telecom Company and departmental policies and procedures.
  • Maintain acceptable performance according to published standards.
  • Demonstrate ability to work effectively with other team members.
  • Identifies and recommends process improvement ideas to Management.
  • Demonstrate exceptional customer service behaviors such as: being friendly and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information.
  • Contributes to the accomplishment of individual, team and customer performance goals.

 

Tier 2

  • All Tier 1 duties and responsibilities plus:
  • Troubleshooting technical problems, setting up advanced configurations, escalating with telecom carriers, escalating with internet service providers, and handling all escalations from Tier 1.
  • Being the point on unresolved issues to ensure resolution or appropriate escalation to other work groups.

Voice Escalations

  • All Tier 2 duties and responsibilities plus:
  • Serves as a point of resolution for escalated Reseller voice issues.
  • Severs as a point of resolution for all escalations from Tier 2.
  • Review of tickets prior to escalating to Voice Operations and work with Voice Operations until resolution.
  • Provide dedicated support immediately following new customer implementations.
  • Troubleshoot and be point of resolution for systemic or recurring customer issues.   
  • Troubleshoot and be point of resolution for customer premise network issues. 
  • Assist in cross-training technicians in UC Support team(s).

 

ADDITIONAL DUTIES AND RESPONSIBILITIES

  • Project management and other duties as assigned.
  • Flexibility in occasionally adjusting schedule as needed for department staffing coverage.

 

 

COMPETENCIES/SPECIFIC EXPERIENCE OR TRAINING PREFERRED

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION & EXPERIENCE

Tier 1

  • High school graduate, some college or technical troubleshooting experience preferred
  • Two years of proven successful customer service experience, inbound call center customer experience preferred
  • Demonstrated interest in technology

Tier 2

  • Tier 1 Education and Experience plus:
  • Two years' practical work experience or education in telecommunications or networking related field
  • Two years working knowledge and troubleshooting experience of SIP, RTP, UDP, TCP, and NAT technologies
  • Two years troubleshooting experience with carriers for access and last mile facilities
  • Two years working knowledge of DNS, Web, email, voice mail, and eFax services
  • Demonstrates exceptional knowledge of support operations and practices
  • BA or BS degree with a telecommunications or networking concentration

Voice Escalations

  • Tier 2 Education and Experience plus:
  • CCENT, CCNA, or other related certifications
  • Five years advanced working knowledge, troubleshooting, and configuration experience with Adtran and Cisco equipment and technologies
  • Five years working knowledge and troubleshooting experience with premise based firewalls
  • Five years working knowledge, troubleshooting, and configuration experience with Edgewater and Samsung premise based routers and switches, Netvanta routes and voice gateways, Samsung Ubigate, Cisco Firewall Switch Module, Aastra/Mitel, Polycom, and Asterisk based PBX devices
  • Five years working knowledge, troubleshooting and configuration experience with Metaswitch and Broadsoft voice technologies
  • Demonstrates leadership skills such as: self-management, willingness to handle customer escalations, providing direction to peers, communication with management, volunteering for special projects and advanced tasks, reliability and dependability

 

KNOWLEDGE, SKILLS & ABILITIES

  • Advanced knowledge of Momentum UC Direct and reseller products and services
  • Knowledge of IT configuration and related troubleshooting procedures
  • Demonstrated complex problem solving abilities
  • Demonstrated exceptional customer service skills
  • Demonstrated exceptional written and verbal communication skills

 

JOB CONDITIONS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job the employee is:

  • Some shift work required for evenings and weekends
  • Required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear
  • Occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl
  • Occasionally lift and/or move up to 25 pounds
  • Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus
  • Must be able to speak clearly
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