What are the responsibilities and job description for the Customer Solutions Technician I position at Segra?
Customer Solutions Technician I
Charlotte, NC, USA
- Columbia, SC, USA Req #2227 Tuesday, December 31, 2024
Segra is searching for a dynamic and experienced Customer Solutions Technician I . This person must work in either the Charlotte or the Columbia office.
Role Overview :
Deliver the highest level of customer satisfaction for all incoming support / repair call center traffic with the understanding of being able to handle 70% of issues / requests being reported / submitted without CNOC, Engineering or Service Delivery support. Manage the resolution of all voice trouble reports not derived from core, data / internet issue in a 7x24x365 operational environment. Build and preserve supportive working relationships with customers with a customer first attitude. Execute customer voice network troubleshooting, repair and move / add / change support. Identify, investigate and resolve chronic voice issues within the customer's network. Provide constructive feedback regarding process improvements to increase internal efficiencies and improve customer experience. Increase customer satisfaction by decreasing procedural errors while providing educated and knowledgeable service delivery methods to solve the customer's problem versus correcting a symptom. Maintain the reduction in service delivery intervals by provisioning voice related services and IP telephony equipment. Other duties as assigned.
Required Qualifications :
Preferred Qualifications :
About Segra :
Segra is one of the largest independent fiber network companies in the nation, able to offer state-of-the-art communication solutions backed by always-on customer service. We are known for our future-forward infrastructure and state-of-the-art voice and data technology solutions for businesses and the public sector, as well as wholesale transport services to some of the world's largest carriers. Our network features the latest advances in IP, ethernet, and dark fiber architectures, as well as high performance data centers. Furthermore, our network powers technology solutions such as hosted voice, security, and cloud.
Segra has engineered our entire company operations to put our customers at the very center of everything we do. We invest in the communities we serve by hiring locally and continually upgrading our network infrastructure. Segra has over 1200 employees, 500k on-net and near-net buildings, and 44k fiber-route miles. We exist purely to help businesses within our footprint be successful.
Benefits Overview :
Segra offers a very robust benefits package to our full-time employees, some of which include :
Our Commitment to Equality :
Segra is an equal opportunity employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
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