Commercial Technical Support

Responsibilities

• Troubleshoot and problem-solve technical issues affecting Socket’s business customers.
• Document customer interaction through trouble tickets.
• Provide timely and consistent follow-up to Socket’s business customers.
• Contribute to the collective resources and knowledge of the Business Center department.
• Complete all Business builds, suspensions, reactivations, and removals in a timely manner, ensuring customer’s services are ready on their go-live date and the accuracy of router configurations.
• Route current business customer’s requests for new services, changes in services, and/or cancellations to their account representative, or the Business Center Coordinators.

Requirements

• Absolutely no specific educational requirement mentioned, but a degree or equivalent work experience in Telecommunications/Internet field is preferred.
• A high school diploma or GED is required.
• Four years related college, trade school, or two years job-related experience in customer or technical service field is preferred.
• ATSA/IN certification is required; additional certifications like ATSA-UCAS, -UCSS, -IPBG, -UTM and Broadworks training are preferred.
• Excellent customer service skills, a positive & professional attitude, and a desire to succeed are essential.
• A strong technical aptitude, ability to multitask, work with little supervision, and as a team are required.