Description: Synecticsneed a Network Operation Center Support immediately starts from Wed, 01 Jan 2014 13:04:58 GMT, this position will be placed in Texas.
For more detail information about this job vacancy please read the description below. If interested in this position, please email us your resume, along with salary requirements and a cover letter to Synectics starts from Wed, 01 Jan 2014 13:04:58 GMT.
Responsible for providing customer service support to assigned customers and ensuring critical service requirements are met.
Works under direct supervision to support pre and post sale activities.
Interacts with customers prior to and or after sale and maintains positive customer relations.
Partner with internal and external organizations to ensure customer specific service issues are addresses in a timely manner.
Support implementation of customer projects and initiate escalation and expedite situations (on orders) to meet customer goals and satisfaction.
Assures successful implementation of service agreements and provide reports/tools to measure performance based on those agreements.
Respond to customer inquiries to determine appropriate product literature and pricing schedules.
Proactively monitors orders via Work In Progress reviews with customers on complex data, service and projects.
May involve the initiation of orders used for contingent/interim plans while other orders are in pipeline; recommend price changes based on company/customer relationship.
Confirm provisioning information, resolves scheduling, shipping or billing problems; determines validity of warranty claims and schedules repair resources; changes production and shipping schedules; may review first bill information with customer; and may suggest add-on business opportunities.
This position resides in a team oriented Network Operations group and reports to a Supervisor. The Network Operations group is responsible for monitoring and maintaining the integrity of the Wi-Fi network. The ideal candidate will strive to exceed our high quality standards and maintain a consistently elevated level of customer service. They will be expected to rapidly achieve a level of productivity measured primarily by network trouble tickets worked and handled calls, quality based metrics consistent with published department guidelines. They will spend a significant amount of time handling inbound calls from multiple parties work assigned tickets during the workday, placing outbound calls to customers and circuit providers to aid in the repair and maintenance process. The candidate will be able to provide and document consistent, accurate and detailed analysis of issues for each issue handled. The ideal candidate will excel at providing excellent customer service, and will be able to provide expedient resolution to down network issues through the use of various tools and resources. This will require a well rounded knowledge of networking concepts, networking implementation and software concepts and use. All of these activities require a strong work ethic and the ability to participate on a team of Engineers alongside other personnel to maximize customer satisfaction and maintain high service levels. The ideal candidate would be a self starter, self motivated, able to quickly analyze a down network situation, determine the best course of action and take the appropriate steps according to department standard operating procedures. SKILLS:
Typically a high school diploma or equivalent.
Strong communication and math skills.
Strong knowledge of data service, provisioning.
Intermediate to expert level on Microsoft Office: Excel, Oracle and Business Objects.
1 to 3 years previous customer service experience.
An initiator who can recognize new business opportunities.
Linux, Network experience, PC/Networking skills, Customer Support skills, Ticketing System experience, FLEXIBILITY required.
1+ years experience in network management.
1+ years experience working with broadband as a connectivity solution.
1+ years experience supporting Linux/Unix in a corporate setting.
1+ years experience working with Cisco networking elements.
Prior knowledge of wireless protocols and standards.
Excellent interpersonal, communication and organizational skills.
Previous experience in remote customer support and a familiarity with call queues.
Broadband Experience, Server Administration, Cisco Router/Switches, Wi-Fi Experience desired.
Wed, 01 Jan 2014 13:04:58 GMT