What are the responsibilities and job description for the Technical Support Specialist (TOC Analyst) position at Momentum Telecom Inc?
JOB SUMMARY
The White Label TOC Analyst is responsible for providing quality technical support to Momentum's White Label Enterprise resellers, customers and end-users. Escalated issues are tracked to resolution.
GENERAL DUTIES AND RESPONSIBILITIES:
● Providing superior customer service and technical support to data and voice subscribers.
● Field inbound Calls resolving technical VoIP and data connections issues.
● Meet all individual performance goals and standards.
● Must be able to work independently with minimal guidance and demonstrate a sense of urgency for customer impacting issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES: As a Contact Center we need to have sufficient staff to service incoming call volumes. This position is interactive, and responsible for serving our customers. Regular and predictable job attendance is an essential function of this position.
● Initiate, update, escalate, track and close trouble tickets. Monitor for ticket responses in accordance with established SLA’s
● Troubleshoot and resolve MSO escalations as well as subscriber-level data/voice issues, including equipment and application issues.
● Submit service dispatch requests (truck rolls)
● Perform outbound calls to customers/end-users as follow-up to open cases
● Demonstrate friendly, caring, empathetic support to both internal and external business customers.
● Adhere to Momentum policies and procedures.
● Maintain acceptable performance according to published standards.
● Other duties as assigned by management.
COMPETENCIES/SPECIFIC EXPERIENCE OR TRAINING PREFERRED:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND EXPERIENCE
● High school graduate, some college and/or knowledge of computing, networking preferred.
● A , Network certification preferred.
● VoIP experience preferred.
● Exposure to Microsoft Office Suite and spreadsheets preferred
KNOWLEDGE, SKILLS AND ABILITIES.
● Analytical mindset with strong attention to detail and accuracy
● Demonstrated exceptional customer service skills.
● Excellent verbal and written communication skills.
● Working knowledge of TCP/IP,VLAN,NAT, DNS, DHCP preferred
● Knowledge of the cable modem/internet industry preferred.
● Knowledge of PC configuration and related applications preferred.
● Knowledge of email, internet and VoIP setup, configuration and troubleshooting preferred.
JOB CONDITIONS:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the associate is:
● Expected to adhere to a flexible schedule in order to ensure coverage on all shifts.
● Required to sit for extended periods.
● Use hands to reach, hold and type.
● Able to hear and possess strong listening skills.
● Occasionally required to stand, walk, climb or balance, stoop, kneel, crouch, or crawl.
● Specific vision requirements for this job include close vision, distance vision, color vision, depth perception, and ability to focus.
● Must be able to speak clearly.
