We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Protected Veterans, and Individuals with Disabilities.
SUMMARY
Provide 1st level support to customers and technicians resolving 25% or more of the reported problems in the 1st call as determined by WorldNet. Manage all calls and reports according to SOP’s to comply with WorldNet’s Service Level Agreement (repair time and follow up).
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Effectively handle customer service repair and troubleshooting calls or email to assure repairs requests are properly reported according to standards and procedures. Maintain a first call resolution metric of 25% or more as determined by company.
Maintain calls Service Level of 80%, or more depending on company service requirements.
Maintain compliance repair time per ticket established in the SOP.
Troubleshoot, diagnose and refer Repair tickets to the corresponded area and inform the customer the test results. Perform troubleshooting according to SOP’s and the Repair Troubleshooting Guide to assure repairs requests are properly reported to avoid delays in service restoration and charges for unnecessary dispatches by our providers.
Responsible to identify repeated issues, investigate root cause and refer to Team Leader or Supervisor for an alternative solution.
Provide assistance to RFT, NEO, Transport department, providers and customer technicians, to complete the Repair. Effectively handle the troubleshooting with the technicians to ensure the Repair was completed.
Update internal repair order tracking system on a regular day basis until the repair is completed.
Effectively maintain customers informed of their repair status on a daily basis or as required by the customer.
Keep the average Repair time in 12 hours or less as determined by WorldNet management.
Notify Team Leader or Supervisor when tickets have exceeded established time-frame in order to escalate the situation.
Follow company policies and procedures to meet relevant company-wide statistics.
Performs all other duties as required.
SUPERVISORY RESPONSIBILITIES
This Job has no supervisory responsibilities
Core Competencies:
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Adaptability
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Creativity and Innovation
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Customer Focus
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Initiative
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Company Ambassadorship
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Integrity and Ethics
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Learning Orientation
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Results Orientation
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Quality Orientation
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Collaboration
Job Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
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Customer Focus
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Critical Thinking
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Active Listening
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Attention to detail
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Oral Communication
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Problem Solving
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Influence & Persuasion
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Business Acumen
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential 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
Associates Degree and two years of equivalent experience in related field and/or training or equivalent combination of education and experience.
KNOWLEDGE, SKILLS & ABILITIES
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Uunderstand and visualize the legacy and modern principles of telecommunications communications , including POTS , PBX , T - 1 VoIP, and all transport used in telephone networks
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Experience in networking and telephony services.
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Experience or training of TCP/IP/UDP. Complete understanding of TCP/IP suite such as Upper Layer Apps and Services, Transport Layer, Network Layer, Data Link Layer and Physical Layer.
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Knowledge in troubleshooting internet routing protocols (OSPF, BGP, etc).
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Knowledge in testing DS1 & DS3 circuits.
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Experience in troubleshooting and diagnosing service interruptions in all types of transmission transport used in telecommunication industry.
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Must be self-motivated to follow-up with customers to ensure 100% satisfaction with all work completed.
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Understand and know the basic operation of routers, switches and firewalls
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Knowledge network topologies and operation
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Troubleshooting experience with telecommunications providers
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Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations.
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Proven ability to analyze problems and solve them creatively.
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Fully Bilingual (Spanish and English).
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Computer knowledge, Microsoft Office.
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Customer Focus and service oriented.
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Strong verbal, written, and negotiation skills to retain existing customer base.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Performing the duties of this job, requires the employee to sit, stand, and bend, and a normal range of hearing and vision.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Normal office environment, usually quiet. No physical discomfort or exposure to hazardous due to temperature, dust, noise, etc. Able to work in a fast pace environment with continuous interruptions.
EMPLOYER'S RIGHT
This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
WorldNet Telecommunications has the right to revise this job description at any time. This job description is not a contract for employment.
