Level II Technical Support

Job Description

Job Description

ASK US ABOUT OUR HIRING BONUS!AMA TechTel is a rapidly growing telecommunications company and we have immediate openings for dynamic individuals in our Technical Support department as a Level II Technical Support Representative.The Technical Support division provides inbound phone support for AMA TechTel's diverse line of communication products, monitors critical network functions, and performs repairs and upgrades on computer hardware and software.As a Level II Technical Support Representative, you will be responsible for monitoring the following products 24 hours a day:Wireless/VOIPHosted Phone SystemFiberPOTSDSLYou 'll also be responsible for reporting any network issues to management within the timeline allotted by company procedures 24 hours a day and escalating as necessary, along with the following:- Handling calls from residential and commercial customers to resolve any technical issues on all products provided.- Making follow up courtesy calls once the reported trouble is resolved to ensure customer satisfaction.- Reporting troubles with our partnered service providers after hours and on weekends.- Having a thorough understanding of all products offered.- Diagnosing/repairing customer's personal computers that have been brought in for billable labor.- Learning and understanding the functions of other departments to be able to execute them after hours.- Monitoring ACD queues and managing talk times to ensure hold times are minimal.- Communicating with customers and resolving any issues reported via the support email account.Provisioning / de-provisioning the following services:Wireless/VOIPDSLEmailDial -upHot Spot Users- Handling account suspends and restores.- Maintaining monitoring software and making sure all data contained therein is correct and up to date.- Reports monthly on wireless network capacity. Provide exceptional technical support for all commercial calls to ensure our level of customer service remains unmatched by our competitors.- Submitting tickets to be worked by our field services and managed services departments.- All other duties as assigned.QualificationsMust have a minimum of a high school diploma, Associates Degree in CIS preferredComp Tia A+ certification is preferredExperience with computer repair, software/hardware preferredExperience with Microsoft OSExperience in troubleshooting Outlook and other email applications, including mobile email applications2 years related IT/Help Desk experience preferredMust demonstrate computer knowledge with the ability to learn new softwareGeneral understanding of Webhosting preferredExperience with ESI or Shoretel VoIP phones is a plusExperience in Metaswitch or CSX is a plusTelecommunications experience is a plusSkillsAbility to thrive in a fast-paced environment and respond accordingly to high-priority situations is essentialMust work well with others, as part of a team as well as individuallyMust possess and demonstrate excellent communication skillsMust demonstrate excellent organizational skillsMust be enthusiastic and self-motivatedProven customer support professional with at least three years of call center experience preferredAbility to speak Spanish preferredBenefitsWe offer a compensation plan including excellent benefits with 401K, health insurance, and a competitive starting salary.