Customer Service NOC Tech

About The Role

The Customer Service Network Operations Center (NOC) Technician plays a crucial role in managing customer interactions and troubleshooting basic technical issues while maintaining a high level of professionalism and customer satisfaction over the phone.

What You'll Do

• Efficiently manage a high volume of calls, ensuring timely and effective communication with customers.
• Provide first-line support for network-related customer inquiries and issues via phone, email, or chat.
• Follow communication scripts and procedures when addressing various topics, ensuring clarity and consistency.
• Respond accurately and efficiently to customer inquiries, offering potential solutions and ensuring customers feel valued and supported.
• Engage in active listening to understand customer needs, confirm, or clarify information, and de-escalate situations with dissatisfied customers.
• Strive to meet or exceed network operating center performance metrics while consistently delivering excellent customer service.
• Establish and maintain strong, lasting relationships with customers by going the extra mile to address their needs, complaints, and issues regarding products or services, ensuring their satisfaction through trust and reliability.
• Proactively engage with clients through inbound and outbound calls to thoroughly understand and address their needs, complaints, and issues with products or services.
• Participate in training and other learning opportunities to enhance knowledge of company processes, network protocols, and industry best practices.

Qualifications

• A high school diploma or equivalent; additional technical training or certifications.
• Exceptional verbal and written communication skills, with a friendly and professional telephone manner.
• Proficient in typing and word processing, ensuring accurate and efficient data entry.
• Proficient in Microsoft Office applications such as: Outlook, Teams, Word, Excel, etc.
• Must be able to articulate words clearly and effectively, ensuring seamless communication and understanding with customers.

Physical Tasks

• Standing Occasionally: 0-33%
• Walking Occasionally: 0-33%
• Sitting and Stationary: Continuously: 67-100%
• Bending: Occasionally: 0-33%
• Crouching: Occasionally: 0-33%
• Carrying: Occasionally: 0-33%
• Reaching: Occasionally: 0-33%
• Lifting - Lowering >1-15 lbs: Occasionally: 0-33%
• Repetitive Hand Action: Medium Dexterity: Continuously: 67-100%
• Fine Manipulating: Frequently: 34-66%
• Audio Vision Needs: Hearing: Continuously: 67-100%; Near Vision: Continuously: 67-100%; Far Vision: Occasionally: 0-33%; Peripheral Vision: Occasionally: 0-33%
• Equipment Used in Job Performance: Computer, Printer, Fax, Telephone, Basic Office Supplies, Copier

Our Benefits

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Education Assistance Plan

Pay

Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.

Schedule

N/A

Skills

N/A

Benefits

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Education Assistance Plan

Notice to Non-U.S. Citizens

Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti’s network. If you are not a U.S. citizen, please notify your recruiter or contact HR Legal as soon as possible for information on Uniti’s foreign personnel disclosure and approval requirements.

Notice to Applicants

Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.