Network Customer Service Technician

Job DescriptionJob Description

Job Description: Network Customer Service Tech

Position Summary:

We are seeking a motivated and dedicated customer service technician to join our growing team. In this role, you will serve as the first point of contact for customer support, providing Level 1 assistance, assisting with provisioning customer premises equipment, and supporting a variety of network operations center (NOC)-related activities. Our ideal candidate is a collaborative, reliable, innovative and committed to maintaining a safe and a positive work environment. This is a non-exempt position.

Responsibilities:

• Answer residential and commercial customer calls, performing level 1 support
• Escalate complex issues to the network engineering team and field department when appropriate
• Provision and configure customer premises equipment
• Guide new customers through service activation
• Monitor network systems from NOC
• Participate in on-call rotation to provide after-hours support
• Assist troubleshooting issues both remotely and onsite for residential and commercial customers
• Assist with fiber optic cable testing/troubleshooting
• Report to ESVBA Office in Exmore, Virginia (on-site, non-telework position). Office hours of operation: Monday through Friday, 8am to 5pm.
• Other duties as described

Candidate Qualifications

· High attention to detail with a focus on accuracy and quality

· Effective organizational and communication skills

• Self-motivated team player
• Strong analytical and problem-solving abilities
• Proficient in computer systems and applications

Job Experience

• Familiarity with setting up and troubleshooting home wireless routers is a plus
• Prior Experience in the technology field
• Ability to communicate effectively with customers, vendors, contractors, team members, and other personnel, in person and over the phone

Education

• High school diploma or equivalent desired
• Additional technical training or certifications a plus