What are the responsibilities and job description for the Level II Technical Support position at AMA TechTel?
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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.
The Technical Support division provides inbound phone support for AMA TechTel's diverse line of communication products, monitors critical network functions, and performs repairs and upgrades on computer hardware and software.
As a Level II Technical Support Representative, you will be responsible for monitoring the following products 24 hours a day:
You'll also be responsible for reporting any network issues to management within the timeline allotted by company procedures 24 hours a day and escalating as necessary, along with the following:
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.
The Technical Support division provides inbound phone support for AMA TechTel's diverse line of communication products, monitors critical network functions, and performs repairs and upgrades on computer hardware and software.
As a Level II Technical Support Representative, you will be responsible for monitoring the following products 24 hours a day:
- Wireless/VOIP
- Hosted Phone System
- Fiber
- POTS
- DSL
You'll also be responsible for reporting any network issues to management within the timeline 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 troubles with our partnered service providers after hours and on weekends.
- Having a thorough understanding of all products offered.
- 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
- Dial-up
- Hot Spot Users
- Handling account 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.
- Submitting tickets to be worked by our field services and managed services departments.
- All other duties as assigned.
- Must have a minimum of a high school diploma, Associates Degree in CIS preferred
- Comp Tia A certification is 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 with the ability to learn new software
- General understanding of Webhosting preferred
- Experience with ESI or Shoretel VoIP phones is a plus
- Experience in Metaswitch or CSX is a plus
- Telecommunications experience is a plus
- 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 communication 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
- We offer a compensation plan including excellent benefits with 401K, health insurance, and a competitive starting salary.
