SUMMARY
This position is an advanced technical position called upon to solve voice, data, VoIP and managed services issues within the Client Services department, handling escalated calls as needed. The ARC Technician, Tier II representative will analyze, troubleshoot and resolve all technical physical issues for repair related, and installation connectivity issues. May remotely troubleshoot customer's equipment or simply educate customers. Responsible for ensuring first call resolution whenever possible. This position is also responsible for all elements related to the coordination of vendor dispatches necessary to install or repair voice and data services for customers.
The employee is a vital team member responsible for supporting/interfacing with vendors, internal departments, and customers with a main goal for ensuring smooth and efficient repair to customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Possesses advanced knowledge about the functionality of standard data products, including but not limited to all forms of broadband (DSL, Cable, Fixed Wireless, T1) and non-POTS voice products including PBX systems, BRI and PRI. Performs troubleshooting diagnostics for each of these products through to resolution of issue or to the point where it should be escalated to a Client Services VoIP/Data Technician or to Senior ARC.
- Responds to all escalated voice repair issues, as well as responding to general Data, VoIP and Transport repair issues.
- Provides first call resolution support to VoIP and Managed Services customers via inbound call queue. Expected to work all issues up to the point where escalation to Sr. ARC is needed.
- Reviews, assists, and/or takes over all Aged Voice tickets from the Front-End Repair team, following through to resolution and offering training opportunities and/or assistance to the FER team, when needed.
- Investigates data issues including but not limited to verification of configuration settings (Static versus Dynamic), Firewalls, Subnet Masks, Bridge mode versus PPPOE, etc. Monitors real-time data activity via Solarwinds, Mako, and Cradlepoint and responds accordingly to all data and/or transport outages. Possesses extensive knowledge of IP addresses and the difference between delivery settings. Understands the 7 data layers starting from the physical layer through to the application layer.
- Responds to complex inquiries and complaints, doing the necessary diligence to investigate the situation and follows each transaction through to completion, and/or escalates to appropriate team within Client Services.
- Interacts with customers, LECs, vendors, internal departments and others to efficiently restore and repair customer physical data layer trouble issues. Ensures that the appropriate systems are updated with timely and accurate notes relating to vendor scheduling and site activity.
- Proactively monitors and addresses Remedy Force trouble tickets to ensure the shortest mean time to repair-MTR.
- Acts as the primary liaison between approved vendors, back office, and client sites to ensure the timely and efficient deployment or repair of service. Works with internal departments as necessary to ensure proper configuration requirements are gathered.
- Gathers accurate data received from the customers and efficiently enters description of action taken into the appropriate system. Ensures all interactions are properly noted and written for publication.
- Understands functionality and equipment setting specifications for modems/routers, PBX systems, Hosted/VoIP phones, etc. Comprehends firewall functionality from the responsibility of the customer to Lingo Telecom's responsibility.
- Recognizes dispatch trends and makes recommendations for process improvements.
- Understands Lingo Telecom processes, products and services and is able to apply that knowledge when addressing customer related issues.
- Adheres to all policies, practices, and standards of the Company and our clients to ensure good order and discipline on the production floor.
- Maintains the acceptable standards of efficiency and quality established by the company in order to ensure customer satisfaction.
- When called upon, may provide after-hours support via rotating on-call program. Will also be able to assist in scheduling whenever a VoIP/Data Technician is required.
QUALIFICATIONS to perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below 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 and/or EXPERIENCE Minimum of a Bachelor's Degree; four-six years of over the phone customer service experience in a telecommunications environment; or equivalent combination of education and experience. Ability to quickly learn Lingo's internal systems including but not limited to Telcare, Remedy Force, COM, and Solarwinds, as well as available vendor/LEC portals (GUI). Excellent computer skills in Outlook, Word, Excel. High degree of time management and organizational skills needed to ensure timely and accurate completion of customer requests. Demonstrated ability to multi-task between multiple systems. A high degree of reliability, thoroughness and attention to detail. Required Knowledge of industry terms and reference points; examples include: DMARC, MPOE, Smart Jack, NID, 66-Block, IP Addressing, router, bridge, etc. Understanding of telephony wiring, including demarcation extension and service termination for POTS, DSL, T1, VoIP, etc. Have a basic understanding of customer premise equipment including DSL, Cable, and T1 routers and gateways. Experience in scheduling and coordinating resources and/or vendor appointments.
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Lingo Communications
DOE, 19-23.00/hour
Jan 23, 2025