Technical Support Representative - Level II

AMA TechTel - Amarillo, TX (30+ days ago)2.3


Job Summary

AMA TechTel is a rapidly growing telecommunications company and we have immediate openings for dynamic individuals in our Technical Support department as a Level II Technical Support Representative.

As a Level II technical support representative, you will be responsible for monitoring the following products 24 hours a day:

  • Wireless/VOIP
  • T1’s
  • POTS
  • DSL

You’ll also be responsible for reporting any network issues to management within the time line allotted by company procedures 24 hours a day and escalating as necessary, along with the following:

- Handling calls from residential and commercial customers to resolve any technical issues on all products provided.

- Making follow up courtesy calls once the reported trouble is resolved to ensure customer satisfaction.

- Reporting voice troubles to ILEC’s after hours and on weekends.

- Having a thorough understanding of all products offered to ensure that reps are comfortable and confident with any issue that arises.

- Diagnosing / repairing customer’s personal computers that have been brought in for billable labor.

- Learning and understanding the functions of other departments to be able to execute them after hours.

- Monitoring ACD queues and managing talk times to ensure hold times are minimal.

- Communicating with customers and resolving any issues reported via the support email account.

  • Provisioning / de-provisioning the following services:
  • Wireless/VOIP
  • DSL
  • Email
  • Dial-up
  • Hot Spot Users

- Handling data suspends and restores.

- Maintaining monitoring software and making sure all data contained therein is correct and up to date.

- Reports monthly on wireless network capacity. Provide exceptional technical support for all commercial calls to ensure our level of customer service remains unmatched by our competitors.

Qualifications

  • Must have a minimum of a high school diploma, Associates Degree in CIS preferred
  • Comp Tia A+, Network + or Security + Certified preferred
  • Experience with computer repair, software/hardware preferred
  • Experience with Microsoft OS
  • Experience in troubleshooting Outlook and other email applications, including mobile email applications
  • 2 years related IT/Help Desk experience preferred
  • Must demonstrate computer knowledge witht he ability to learn new software
  • General understanding of Webhosting preferred
  • Experience with ESI or Shoretel VoIP phones a plus
  • Experience in Metaswitch or CSX a plus
  • Dispatching and/or Telecommunications experience a plus

Skills

  • Ability to thrive in a fast paced environment and respond accordingly to high priority situations is essential
  • Must work well with others, as part of a team as well as individually
  • Must possess and demonstrate excellent communications skills
  • Must demonstrate excellent organizational skills
  • Must be enthusiastic and self-motivated
  • Proven customer support professional with at least three years of call center experience preferred
  • Ability to speak Spanish preferred

Job Type: Full-time

Experience:

  • IT/Technical Support: 2 years (Preferred)

Language:

  • Spanish (Preferred)