Data Services Support Tech Support Rep Tier 1

Job Description

Job Description

JOB DESCRIPTION :

Responsible for processing service interruption reports for customers via phone, or email, comprising all of Momentum Data circuit services including the NID Navigator product. Troubleshooting to identify appropriate resolution, follows up with ongoing tickets, verifies network outages and escalate to appropriate carriers to ensure timely resolution. with a primary emphasis on a quality first call resolution. Accurately documents problems including Client testing, and diagnostic results by utilizing the trouble ticketing system and network monitoring tools. Uses multiple software systems and applications to ensure customer tickets are completed accurately and on-time as per SLA requirements. Works on straight forward tasks using established procedures as well as processing maintenance notifications.

This position is based out of Momentum's Cartersville, GA office or Knoxville, TN office.

• Handle inbound customer repair request via phone, email and network monitoring tools (proactive alarms).
• Manage ticket queues (Support and Maintenance).
• Interface with local exchange carriers, field service technicians and other internal departments as needed to resolve customer troubles.
• Provide customer with status updates via email and inbound automatic call distributor (ACD) calls or outbound on an hourly basis.
• Independently recognize and diffuse escalated customer situations while setting accurate expectations for issue resolution.
• Communicate with customers in a professional manner in all situations while demonstrating courtesy, patience and troubleshooting skills in customer relations.
• Achieve standards for consistent performance (scorecards / QA).
• Proficiently utilize tools and internal resources to troubleshoot and repair managed services customer problems (NID Navigator).
• Regular, consistent, and punctual attendance. Must be able open to work nights and weekends based on department needs.
• Process basic emergency maintenance activities of the customer’s managed network and the services on that network.
• Escalate to higher tier support using pre-defined time-based and severity criteria.
• Perform scheduled and emergency maintenance work according to prescribed methods and procedures.
• Audit the ticket queue on an hourly basis
• Other duties and responsibilities as assigned.

KNOWLEDGE, SKILL SET & QUALIFICATIONS :