What are the responsibilities and job description for the Technical Support Specialist position at Vero Networks?
Vero was founded in Colorado in 2022 to build fiber networks for underserved schools. Since that time, we have grown to serve over 50 school districts throughout the US and have expanded our focus to serve the broader community including both residential and business customers. We now have multiple fiber networks supporting communities across Colorado and we are making plans for more in 2023.
As a Technical Support Specialist you are the face of our company and make the first impression on our customers. This is a fast-paced role that requires a shift in focus multiple times per hour and prioritization of work on the fly. The Technical Support team handles all incoming tasks such as technical support and dispatch requests, resource coordination and interdepartmental communication. As a Technical Support Specialist, your primary function is to respond to customer requests and systems alerts. You will provide day-to-day support to ensure incidents and customer requests are managed in accordance with quality standards and the goals of the company are achieved.
The Technical Support role will consist of:
- Actively logged in and available to answer all incoming calls from customers with the ability to identify, troubleshoot and resolve their issues.
- Monitoring inbound emails from customers and automated systems. Create/manage incident and service request in the ticketing system.
- Performing troubleshooting, fault identification and executing a resolution or a workaround to reestablish services as quickly as possible.
- Coordinating maintenance and repairs with field support, network engineers, and vendors.
- Providing regular notifications to customers on network outages and/or upgrades.
- Documenting all processes and outages through the internal ticketing systems.
Requirements:
- Experience working 2-3 years in a technical support role
- High School diploma or GED
- Prior experience of Fiber/Wireless/Voice Internet Service Provider support preferred.
- Successful training or certification in Cisco, Cambien, Calix and Juniper.
- Prior experience in LTE, Point-to-point radio systems preferred.
- Working knowledge of network technologies and components such as switches, routers, and firewalls and RF technologies such as LTE, wireless radios, Wi-Fi, etc.
- Understanding of the essentials of data and signal flow through a network.
- Understanding of support tools, techniques, and how technology is used to provide wireless and fiber internet services.
- Experience with telnet, RDP, traceroute, Ping and other network troubleshooting methods.
- Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care.
- Ability to organize and prioritize work and adapt to changes quickly.
- Self -guided approach to learning and gaining knowledge in addition to company provided training.
- Self-motivated with the ability to work in a fast paced, team-based environment.
- Ability to effectively solve problems or escalate issues as needed.
What we offer:
- Paid Life Insurance
- Paid Long Term Disability
- Paid Time Off
- Paid Holidays
- 3 Medical plans to choose from
- Vision and Dental Plans
- 401k with Match
- Pay DOE $18/hr - $22/hr
Salary : $18 - $22
