Voice Tech III

Brief Role Description:

Voice Technician III- (IMT) is responsible for the resolution of external client troubles in a fast paced technical support environment. Trouble tickets flow to this group from the Repair Answer/Centralized Repair team after initial screening and basic diagnostics have taken place. Trouble issues handled in this group are typically more complex and require extensive testing and research to bring to resolution. Knowledge of network topology and system integration is critical for troubleshooting for these types of issues. Duties include comprehensive troubleshooting of facility, and feature based issues on a converged voice and data network. Focus on resolution techniques for a wide range of issues affecting the delivery of business class voice services including carrier network, ISP platforms and client premise equipment.

Key Competencies:

One Communication Values are the foundation of what drives our objectives for the company, our jobs and our performance as teams and individuals. We believe that client satisfaction is driven by how we respond to client needs, especially when their business is in jeopardy due to a service disruption or impairment.

Accountability:
•Ownership of client issues until resolution is standard operating procedure.
•Technicians work out of a queue and are required to facilitate and maintain forward momentum of trouble issues until resolution.
•We encourage Technicians to work directly with clients to set proper expectations and provide regular updates.
•Technicians are expected to work directly with 3rd party vendors, and assist with arranging vendor meets to drive client resolution.

Responsive:
•Sense of urgency based on severity of a client issues and impact to their business.
•Technicians have the ability to escalate issues with internal service partners and external vendors.
•Timely and permanent resolutions are our primary objective.

Reliable:
•Follow through on commitments made to clients and service partners.
•Ensure that issues are resolved to a client’s satisfaction.



Clients:
•Act as an interface for clients including communication and coordination of vendors and internal service partners.
•Establish and maintain trusting and cohesive long-term relationships with clients and their representatives.


Cooperation:
•Build and manage relationships with vendors and other service providers.
•Engage other departments and/or outside vendors in cooperative testing
•Technicians are expected to take ownership of service-affecting issues with confidence.

Effective:
•Technicians will be measured on the amount of troubles resolved per hour worked.
•Technicians will be measured on the amount of repeat trouble issues as a percentage of closed issues.
•Technicians will be measured on the number and timeliness of statuses made to the client.
•Technicians will be measured on the number of calls answered on the vendor line.

Results – Results will be tracked via individual and team scorecards.

•Proven technical aptitude with strong interpersonal communications skills troubleshooting online with clients using a diverse array of hardware and software testing tools.
•Technicians must be self-motivated, client centric and possess the ability to apply real time fixes for complex issues.
•Troubleshoot, document and resolve service-impacting issues in a thorough and timely manner.
•Instill a pattern of excellence in resolution performance meeting requirements for timeliness, quantity and quality.
•Technicians are expected to maintain an average of 2.6 status calls to clients per hour worked
•Technicians are expected to have a repeat rate below 7% of tickets closed.



Brief Role Description:

Voice Technician III- (IMT) is responsible for the resolution of external client troubles in a fast paced technical support environment. Trouble tickets flow to this group from the Repair Answer/Centralized Repair team after initial screening and basic diagnostics have taken place. Trouble issues handled in this group are typically more complex and require extensive testing and research to bring to resolution. Knowledge of network topology and system integration is critical for troubleshooting for these types of issues. Duties include comprehensive troubleshooting of facility, and feature based issues on a converged voice and data network. Focus on resolution techniques for a wide range of issues affecting the delivery of business class voice services including carrier network, ISP platforms and client premise equipment.

Key Competencies:

One Communication Values are the foundation of what drives our objectives for the company, our jobs and our performance as teams and individuals. We believe that client satisfaction is driven by how we respond to client needs, especially when their business is in jeopardy due to a service disruption or impairment.

Accountability:
•Ownership of client issues until resolution is standard operating procedure.
•Technicians work out of a queue and are required to facilitate and maintain forward momentum of trouble issues until resolution.
•We encourage Technicians to work directly with clients to set proper expectations and provide regular updates.
•Technicians are expected to work directly with 3rd party vendors, and assist with arranging vendor meets to drive client resolution.

Responsive:
•Sense of urgency based on severity of a client issues and impact to their business.
•Technicians have the ability to escalate issues with internal service partners and external vendors.
•Timely and permanent resolutions are our primary objective.

Reliable:
•Follow through on commitments made to clients and service partners.
•Ensure that issues are resolved to a client’s satisfaction.



Clients:
•Act as an interface for clients including communication and coordination of vendors and internal service partners.
•Establish and maintain trusting and cohesive long-term relationships with clients and their representatives.


Cooperation:
•Build and manage relationships with vendors and other service providers.
•Engage other departments and/or outside vendors in cooperative testing
•Technicians are expected to take ownership of service-affecting issues with confidence.

Effective:
•Technicians will be measured on the amount of troubles resolved per hour worked.
•Technicians will be measured on the amount of repeat trouble issues as a percentage of closed issues.
•Technicians will be measured on the number and timeliness of statuses made to the client.
•Technicians will be measured on the number of calls answered on the vendor line.

Results – Results will be tracked via individual and team scorecards.

•Proven technical aptitude with strong interpersonal communications skills troubleshooting online with clients using a diverse array of hardware and software testing tools.
•Technicians must be self-motivated, client centric and possess the ability to apply real time fixes for complex issues.
•Troubleshoot, document and resolve service-impacting issues in a thorough and timely manner.
•Instill a pattern of excellence in resolution performance meeting requirements for timeliness, quantity and quality.
•Technicians are expected to maintain an average of 2.6 status calls to clients per hour worked
•Technicians are expected to have a repeat rate below 7% of tickets closed.

Please Note:
This position may re-locate to Marlborough, MA at some point in the near future, so applicants should be comfortable with both locations.
REQUIREMENTS
Minimum Required Skills:
•3-5 years experience in Telecommunications industry; testing and troubleshooting in fast paced environment;
•3-5 years trouble shooting and support of a packet-based, Voice over IP Class 4/5 switching network and 5ess switch, Nortel DMS 100 and VoIP switches including translations for T1, DSL, Digital, Analog, PRI and POTS applications.
•A clear understanding of LIDB, local number portability and long distance routing is required.
•Ability to apply concepts of ATM, TDM and IP network protocols.
•Utilize advanced troubleshooting tools such as geoprobe and, obtain clear understanding of Q.921/931,SIP,SGCP,MGCP, ISUP, IP, & MPLS protocols is required.
•Technicians utilize networking skills and excel in a diverse multi-vendor, multi-faceted, data/voice converged network.
•Experience with line translations, LNP, features analog/digital/IP signaling, and network architecture.
•Exposure and experience with configuring/troubleshooting Cisco routers and MGX 8220/8850. Knowledge of G711/G726 voice compression schemes, & VAD
•Competent with integration of SS7 and PSTN networks. Knowledge of digital and analog wiring, and PBX functionality

Minimum Education:
•Bachelor’s degree in telecommunications or related field preferred. Associate’s degree and/or combination of equivalent experience and education expected

Computer Skills:
•Microsoft office, Remedy, Lucent SMS, Naviscore, NPAC, Targus, Metasolve, and Illuminate

Work Environment / Travel / Hours
•Team oriented environment
•Call Center / Help Desk environment with heavy PC usage.
•Hours of operation are 7am and midnight daily.
•Travel is not required