What are the responsibilities and job description for the NETWORK SUPPORT SPECIALIST I/ High Point, NC position at Lumos?
Company Overview Lumos is a growing fiber service provider delivering high-speed broadband internet, Wi-Fi, digital voice, streaming TV, and other hosted communications services to residential and small business customers within Virginia, as well as in North Carolina where we are known as NorthState. We currently have an expanding network of over 5,000 routes miles of fiber with robust Fiber to the Premise (FTTP) broadband expansion plans underway to accelerate serving more homes and businesses with connectivity throughout the region. Our product offering is available to nearly 200,000 addresses and growing. We are more than your average internet company. Our customers enjoy the fastest fiber speeds available built on a network they can truly count on – all backed by local, expert customer care teams. We know that fast, reliable Internet is what our customers need to stay connected to the things that matter. That continuous connection is our commitment to our community. Lumos and NorthState are sponsored by EQT Infrastructure, one of the most successful global private equity firms in the fiber industry space The PositionWe are searching for a Network Support Specialist to join our team. In this position the Network Support Specialist serves customers by providing advanced troubleshooting; answering inquiries; resolving problems; fulfilling requests and maintaining database to current, past and potential user base. Quality and efficient handling of multiple types of customer interactions are expected, including telephone, chat, and email. Duties & Responsibilities:Troubleshoots and resolves product issues addressing hardware, software, video, broadband and telephone related issues on Residential, SOHO, and Small Business Accounts.Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved issues.Gathers data and monitors customer impact as needed for outages and maintenance on network to keep management apprised.Learns quickly, retains and recalls product information while handling multiple priorities in a fast paced environmentWorks scheduled shifts that includes nights, weekends, and holidays as business needs dictate.Maintains accurate and timely sales database documentation throughout all phases of the service and sales process Qualifications and Technical skills:High School Diploma or equivalent combination of education and experience1 years knowledge and/or supporting TCP/IP, Sub netting, DNS and DHCP structureGeneral understanding of radius, routing, and switchingKnowledge of email protocols (IMAP, POP,SMTP, PGP)IPTV knowledge and experienceExperience with Chat, emails and telephone customer servicePrevious Experience in Customer Service preferredComputer Skills - Contact Management Systems, Spreadsheet Software, and Word Processing (Microsoft Office) Software, Data Entry, Payroll systems, and Order Processing Systems. Benefits: Includes Medical, Dental, and Vision insurance, 401K, Tuition Reimbursement, Gym Reimbursement, Paid vacation/holiday leave and more…
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