Business Operations Support Specialist in Naperville, IL at WOW!

Date Posted: 7/27/2018

Job Snapshot

Job Description

Summary:



Provide industry leading customer service through a thorough and advanced understanding of WOW! business products for our enterprise customers that span all Business Services verticals.





Duties and Responsibilities:



Essential duties and responsibilities include but are not limited to those listed below:




  • Must have excellent communications skills to gather and document the appropriate information to analyze and diagnose customer reported issues. Working directly with customer, be able to interact effectively to drive reported issue to resolution and instill confidence with the customer regarding the restoration process

  • Must be able to isolate and diagnose customer reported issues within the customer or WOW! network and take the appropriate steps to permanently resolve the issue

  • Successfully coordinate interaction among WOW! Business customers, network administrators, vendors, technicians, service providers and WOW! personnel, using effective verbal and written communication skills

  • Recognize observed security, infection, DoS issues and recommend resolution steps

  • Document all technical issues/solutions in the company ticketing or billing systems

  • Respond in a timely manner to trouble tickets as they present in the BOSS workflow queue, solve issue and respond to the customer, or escalate to a business field tech for service call

  • Other necessary clerical work as defined by management, including research, filing, assistance with mailings, and other related duties

  • All other duties as assigned





Qualifications:



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:




  • High school diploma and equivalent work related experience

  • Industry recognized certifications such as CCNET, CCNA, Security, MEF, are preferred



-Experience:




  • 3+ years in the telecommunications field or related support experience within an Operations Center is preferred.

  • Previous experience providing technical support in a call center environment or equivalent is preferred



-Computer Skills:




  • Proficient with word processing and spreadsheet software, Internet software and email

  • Ability to learn billing software systems and access online support/tools




  • Fundamental knowledge of the Switching and Routing protocols: TCP/IP, IPv4, IPv6, RIP, UDP, MPLS L2/L3, OSPF, BGP, EIGP, NAT, ARP, RARP, DNS, DHCP

  • Fundamental understanding and capable of troubleshooting; WAN, LAN, VLAN, VPN

  • Familiar with various transmission technologies, DS0, OC-3, RF, Ethernet, DWDM

  • Must be detail oriented and well organized

  • Strong analytical and troubleshooting skills

  • Excellent written and verbal communication skills

  • Excellent time management skills, with the ability to multitask



-Physical Demands/Working Conditions:



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.




  • regularly required to talk and hear

  • required to use hands to type, handle objects and paperwork

  • required to reach and hold on to items at chest level or reach above the shoulder

  • required to use close vision and be able to focus

  • ability to work scheduled shifts and participate in On-Call rotations as designated by management to meet business needs





WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer