Job Title: Technical Support Desk Analyst
Cutting Edge Recruiting Solutions (CERS) is look for a Technical Support Desk Analyst withing the telecommunications industry to assist customers with installation and troubleshooting of managed customer premise equipment and services. You will serve as the first line of contact for, providing initial troubleshooting of IP Telephony anomalies, and facilitate internal and external escalations where necessary. The Tech Support Desk Analyst handles direct customer support requests and provide guidance to onsite field technicians during Installation of equipment. You will collaborate with team members to resolve issues.
Are you detail oriented? Do you have a track record of outstanding customer service and are known for your ability to quickly analyze what people need and establish rapport? This role is tailor made for someone with a technical aptitude, eagerness to learn, great interpersonal skills, out of the box problem solving skills and who fundamentally enjoys customer interaction and assisting others.
Job Responsibilities
- Customer-facing voice tasked with providing a consistent, prompt, and high-quality level of customer support
- Troubleshoot and solve Tier 1 issues, escalate where needed, and follow-up promptly to ensure client expectations are both met and exceeded
- Assist customers to effectively use products to meet their business needs
Job Requirements
- 2-year degree from technology/trade school/college or proven equivalent work experience required
- Strong aptitude for technology and ability/desire to learn new software and hardware
- Experience in VOIP/LTE/Telecommunications an asset
- Knowledge of Networking fundamentals (TCP/IP, DHCP, VPN) Is an asset
- Outstanding time management. organizational, problem solving and analytical skills
- Exceptional communication skills adept at translating difficult technical terms and problems into relatable language for a wide audience
Thrives In a multi-tasking environment and can adjust priorities on the fly
Benefits
Full Medical/Dental/Vision
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