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Technical Customer Support-Level III in Miami, FL at SNI Technology

Date Posted: 4/28/2022

Job Snapshot

Job Description

Technical Customer Service Level III                                                     

Job Summary:

Level III generally handles configuration issues, troubleshooting, software installations, high level hardware repair or coordinating depot services. They handle escalated issues that Level II support is not equipped to handle.

Duties/Responsibilities:

  • Resolution contributor (Serve as Support SME)/self-motivated, and reliable even during high call volume days.
  • Product knowledge/quality focus/problem solving/market knowledge/documentation skills including 50 WPM, listening, phone skills including tone/language, multi-tasking.
  • Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s)
  • Promote and maintain a high quality, professional service-oriented image among customers.
  • Utilize company interface, tools, and resources to assist in troubleshooting technical problems.
  • Respond to and resolve customer technical concerns received via telephone or email.
  • Troubleshoot, document, and provide proper follow up on tickets until resolved.
  • Diagnose and work to resolve customer issues and escalate to appropriate departments and personnel as needed.
  • Configure and remotely assist in the installation, troubleshooting and replacement of company owned telecommunications equipment
  • Serve as an escalation point for issues brought up by Level II support agents

Required Abilities/Skills:

  • Ability to work shifts in a 24/7/365 environment, including weekends, nights, and Holidays (When needed)
  • Excellent interpersonal, time management/organizational skills
  • Ability to maintain professionalism and patience in highly stressful situations and adapt quickly to change
  • Ability to handle frequent changes, delays, or unexpected events effectively and professionally
  • Strong work ethic, teamwork, and desire to help the customer at all costs
  • Excellent telephone skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner
  • Advanced knowledge of communications technology (Cable/Internet/Voice), and security products
  • Bilingual in English/Spanish preferred

Education/Experience:

  • IT/Technical degree related to the telecommunications industry preferred.
  • 5+ years of experience in a tier III or related telecommunications environment.
  • CCNA Certification Required

Physical Requirements:

  • Prolonged periods sitting at a desk and working on a computer
  • Must be able to lift up to 15 pounds at times