Technical Support Representative I

Description:
This position provides exceptional service to customers seeking technical assistance with Fiberlink products and services. The TSR-I is the primary technical point of contact for all customers and will handle customer requests remotely through phone calls, emails and other methods of contact, exercising ownership on all tasks. Also serve as an interface with 3rd parties required in the delivery of Fiberlink products/services when necessary to resolve service issues.

<Essential Duties and Responsibilities
ØAvailable to handle Calls during assigned shifts
ØAccurate handling of 90% of all requests without escalation
ØQuickly learn new technologies, products, and service offerings
ØLog all customer interactions into ticketing system
ØAppropriate handling of problems, changes, orders and information requests
ØTimely resolution of customer requests
ØEnsure accurate and timely tracking/updating of tickets
ØEnsure adherence to all service level agreements
ØExercise complete ownership of all assigned problems
ØAdhere to all problem/change procedures
ØProvide first level monitoring of all support products and services, including: circuits, servers, routers, firewalls and other managed services
REQUIREMENTS
Education and Work Experience:
College Degree (technical area preferred) or equivalent industry experience.
Excellent oral communication skills including the ability to deal with sensitive customers in delicate situations.
Excellent written communication skills for composing internal and external emails as well as updating ticket logs.
Ability to create reports and presentations and present them to peers and management when required.
Proven problem analysis and troubleshooting skills.
Ability to multi-task in a fast paced, customer oriented technical environment.
Must enjoy working in a team environment.

Specialized Knowledge and Skills:
General knowledge of the various Windows Operating Systems (95 through XP).
Knowledge of dial up networking and basic network configuration (DNS, TCP/IP, etc) is a plus.
Customer Support or Help Desk Experience in a technical environment.
Familiarity with Problem/Change management tools.
Experience with Remote Access, VPN, Telecommunications.
Experience with troubleshooting computer hardware and software.