Technical Support Representative

Please note this is NOT an IT position. This is a Telecommunications customer facing position focused on Quality Control, Switch Utilization, Statistics monitoring and circuit inventory/maintenance via software interfaces. High Volume Troubleshooting Call Center. Telecom experience is required.

TouchTone Communications is an Integrated Communications Provider delivering innovative, cutting edge internet, data, and voice services to business and residential customers. There is an immediate position available for a Technical Customer Service and Support Specialist. This position requires a highly motivated and multifaceted individual to be part of a proactive, responsive, independent and customer focused Operations group. The Network Support Center proactively monitors the company’s service providing network 24 hours a day all year round.

Available shift time is as follows:

1. DAYTIME: Monday through Friday 2pm - 9pm

The salary for this position located in Cedar Knolls, NJ is commensurate with experience. The incumbent will report directly to the Senior Manager of the Network Support Center. More information on TouchTone Communications is available at http://www.touchtone.net. Training may or may not require to occur in person. The position can be worked in office or remotely.

Primary Responsibilities

• Monitor the operational support systems to proactively identify service impacting events relating to the network and facility conditions.
• Actively listen to each customer with patience and courtesy.
• Build customer relationships – earn their loyalty and trust by being polite and helpful.
• Analyze and isolate trouble conditions all while keeping the customer up-to-date on the status.
• Directly interact with engineers if and when needed.
• Communicate with customers and internal staff at regular intervals to ensure expectations are met and that appropriate attention is being paid to requests.
• Monitor hardware/software alerts through internal programs and automated alarms
• Escalate problems to the appropriate departments within the organization or external vendors as required to achieve expedient resolution.
• Report system discrepancies to NOC and Commercial teams in a timely fashion.
• Analyze, troubleshoot, and escalate network communication failures and bottlenecks.
• Utilize the trouble ticket system to log all activity including documentation of special and customization requests considered important for future support.
• Provide internal and/or customer email communications as needed
• Lead Proactive testing to minimize system alerts.
• Maintain contact with the customer through incident resolution and report status periodically as directed by management.
• Coordinate with vendors/customers to perform maintenance on systems and networks.
• Learning support and troubleshooting for voice and data products including Dedicated Data, Dedicated Voice, SIP Trunking, Hosted PBX Services, etc.
• Answering inbound commercial customer telephone calls regarding the above mentioned products and services.
• Troubleshooting technical issues for commercial customers related to all Voice and Data Services offered by TouchTone.
• Outbound calling for customer relations and retention.
• Handling non-phone related tasks issued by the Network Support Manager.
• General clerical tasks.
• Critically think through and troubleshoot business networks
• Accurately answer a variety of technical questions about Touchtone's services
• Provide each customer with a comfortable experience by answering phones before the 2nd ring, resolving concerns with little or no hold time, assist with customized solutions to help their business succeed

What you need to be successful in this role:

Self-Motivation – Great Communication – Technical Aptitude – Strong Work Ethic – Sense of Urgency – Accountability – Attention to Detail – Coachable – Emotional Intelligence – Ability to Learn – Critical Thinking – Positive & Professional Attitude

Position Requirements

Technical Support Representatives troubleshoot calls from TouchTone customers who are using the supported software/hardware. Provides the highest quality customer service while guiding and educating customers through established troubleshooting procedures. This includes:

• Must possess a working knowledge of PC/MAC hardware and software
• Ability to guide customers through established troubleshooting procedures to identify and resolve complex technical problems
• Ability to gain a good understanding of current quality system, departmental processes/procedures as well as the Touchtone network (i.e. – MPLS, IAD, PRI, Mail Servers, etc.)
• Ability to use multiple systems simultaneously including but not limited to trouble ticket databases, customer databases, troubleshoot software, etc. to record data and create notations in customer’s account records
• Should have demonstrated expertise in one or more of the following specialties: Network (Troubleshooting, email, gateway/routers), Systems (Hardware, Software, Operating Systems, New Technology, RTP) and Customer Facing communication
• Knowledge of effective call center techniques, procedures, and the demonstrated capacity to interpret call center statistics.
• Strong leadership, motivational, interpersonal, and analytical skills necessary.
• Excellent verbal and written communications skills.
• Proficiency in using Microsoft Office
• Ability to work as a productive member of a team.
• Ability to work a flexible schedule including weekends, nights, and holidays.
• Ability to work well under pressure in a fast-paced and ever-changing environment.
• Proficiency in Microsoft Office applications with special focus on Excel
• Experience working with customers on the phone to isolate and resolve problems at a customer location Dependability and a positive team player approach are critical
• Self-Reliance - an ability to learn as you go and handle unfamiliar situations is a must
• Customer service skills and the ability to remain focused are required
• A strong desire to advance and develop technical skills
• Ability to learn new technologies and troubleshoot technical issues
• Good time-management skills
• Ability to adapt to changing workflows and procedures
• Ability to multi-task
• A positive attitude towards growing with the company
• Must possess good written and verbal communication skills
• Must have the ability to work in a highly visible, fast paced environment
• Working knowledge of the telecommunications field at a Network Operator or above level
• Prior experience working at a help desk or in a customer service/tech support call center is a plus
• VOIP experience a plus
• Associates degree or above preferred or related work experience
• Troubleshooting and fault isolation experience

***PRIOR EXPERIENCE WITH DEDICATED VOICE & DATA, SIP TRUNKING, AND HOSTED PBX SUPPORT IS A PLUS***

Additional Information

• Medical benefits
• 401K
• Generous paid time-off

Acknowledgement
This job description should not be construed to imply that the requirements and job functions listed are the exclusive standards of the position. TouchTone Communications reserves the right to assign or delegate other tasks as necessary. This job description also does not represent a contract or guarantee of employment for any period of time nor does it otherwise change the “at-will” employment relationship. TouchTone reserves the right to change or modify the terms and conditions of employment at its sole its discretion at any time.

Headquartered in Cedar Knolls, NJ, TouchTone Communications is a facilities-based, full service telecommunications carrier and reseller. TouchTone has been serving residential, business, enterprise and wholesale customers across the United States since 1993.

TouchTone primarily sells its services through two channels: wholesale and the indirect sales channel (through its agents/channel partners).