Business Operations Support Technician in Tampa, FL at WOW!

Date Posted: 2/17/2018

Job Snapshot

Job Description

Summary:


Improving customer experience through advanced troubleshooting of WOW! Business products. This includes HSD, Voice, Data, SIP and HICAP services delivered via the Hybrid Fiber COAX or fiber plant.



Duties and Responsibilities:


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



  • Provide Tier 2 level of support for all WOW! Business products (HSD, Email, Web Hosting, Voice, CATV, SIP and HICAP) including diagnosis, troubleshooting, consulting, problem escalation and coordination

  • Must have a solid understanding of local, long-distance and toll free telephony, recognize and assist in resolving LNP porting, LIBD, PAC, telephony features, VoIP, and customer premise equipment

  • Must be able to quickly diagnose and recognize customer, carrier, and far end issues and take correct steps in securing problem resolution

  • Assist with testing, certification and implementation, and support of new WOW! Business products as they are introduced

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

  • Perform daily maintenance/monitoring activities of the WOW! Business Network

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

  • Gather data and prepare reports to measure the effectiveness of our service and support activities as required by management

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

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

  • Provide instruction to the customer over the telephone which involves anticipating customer responses and motivating customers to execute correct troubleshooting steps

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

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

  • Monitor Data Center critical systems: Security, Power, HVAC, and provide Hands & Feet support when required or requested by leadership

  • 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.



  • Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs to include IP Network Sub-Networking

  • Familiar with various networking fundamentals related to routers, switches, LAN, MAN, WAN, DS3, OC-x, CSU/DSU and other CPE

  • Previous knowledge of RF Signals and HFC networks is a plus

  • Knowledge and demonstrated operating experience of WOW! Business HICAP services is a plus

  • Must be detail oriented and well-organized

  • Strong trouble shooting skills

  • Excellent written and verbal communication skills

  • Excellent time management skills



Education/Experience:



  • High school diploma and equivalent work related experience

  • CCENT, CCNA Certification or equivalent telecommunications training to include IPv4/IPv6, VoIP, SIP is preferred, not required



  • 3+ years in the telecommunications field



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


Computer Skills:



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

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

  • Ability to learn and utilize CLI on various networking elements to investigate service impacting events



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



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