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TSS-Technical Support Specialist

Norwalk, United States

The Technical Support Specialist provides high-level phone and e-mail support by offering immediate and lasting solutions to issues and requests, while ensuring a consistently positive customer experience.


Responsibilities include:


  • Identify, troubleshoot and resolve critical customer issues across various, client specific WAN topologies

  • Desire to exceed expectations within the performance and procidural compliance metrics

  • Provide outstanding verbal and written customer service

  • Adapt and be flexible to organizational changes and requirements

  • Appropriately adhere to assigned schedules and availability requirements

  • Retain ownership of all issues/requests assigned until closure with customer agreement

  • Appropriately escalate issues to Level 2 and 3 support teams

  • Identify and document recurring issues and present solutions to management

  • Provide professional, accurate and timely communications and follow-up to customers

  • Facilitate an effective partnership between company, customer and carrier

  • Accurately document all customer and carrier contact in workflow and ticketing system

  • Suggest/ implement new processes to improve the customer experience

  • Assist other groups with projects as required


Skills:


  • Strong knowledge of IP Addressing, WAN/LAN troubleshooting is required

  • Network troubleshooting in a Linux/Unix environment is beneficial

  • Outstanding customer service and written and verbal communication skills required

  • Good analytical, organizational, interpersonal and time management¬† skills are essential

  • Working knowledge of Cisco routers and switches is a plus


Education & Experience:


  • Three (3) plus years of WAN/LAN, Help Desk/Call Center experience¬†

  • Bachelor's Degree in Computer Science or equivalent level of education and experience

  • Network+certifications & Cisco CCNA certifications

  • Previous Telco/Cable network operations experience is¬† a plus

Ventus is an equal opportunity employer committed to diversity. All individuals are encouraged to apply. Ventus offers a competitive compensation package including health, dental, vision, life, and disability insurance programs, fitness center, a 401(k) plan, paid holidays, and generous paid time off.