Job Description

A Level 1/Technical Support Specialist will be responsible for resolving inbound customer service, billing and/or technical support customer requests, accurately logging and tracking all call/email activity in our ticketing system, providing accurate and professional resolution on all supported issues, and accurately resolving all assigned customer service or technical trouble tickets.

POSITION RESPONSIBILITIES:

• · Field incoming customer requests from end users via telephone or email in a courteous manner
• · Respond to assigned tickets/tasks efficiently and quickly
• · Record, track, update, escalate and close customer requests through our trouble ticketing system (Zendesk)
• · Provide remote customer support for VoIP/Data services
• · Provide remote customer support for billing inquiries and MACD requests.
• · Diagnose and repair unresolved network Internet connectivity problems for enterprise-level, business class clients
• · Diagnose problems with voice, voicemail, and related systems for the purpose of determining the appropriate course of action to accomplish repair
• · Open trouble tickets with partner carriers to support customer requests, troubleshooting and coordinating and scheduling dispatch for repair
• · Manages difficult or emotional customer situations
• · Balances Team and individual responsibilities/assists team members with tasks
• · Ability to address customers requests quickly and effectively, striving for first call resolution
• · Ability to multi-task in a fast paced, customer-oriented environment
• · Ability to work in a team environment and collaborate with others
• · Is consistently at work and on time; ensures work responsibilities are covered/transitioned when at end of shift
• · Follows instructions, responds to management direction

POSITION KNOWLEDGE:

• Strong knowledge of customer service best practices and applications
• Basic Troubleshooting Support
• Strong written and verbal communications skills
• Some knowledge of Ticketing and Billing systems (i.e. Zendesk, Rev.io, etc.)
• Self-motivated team player
• Ability to learn Internet technologies including Ethernet, and Voice/UCaaS systems

EDUCATION AND EXPERIENCE:

• · Associates degree or equivalent from 2 year college
• · 1-2 years related experience
• · Background in any of the following: Customer Service, Level 1 Technical Support, Sales, Account Management
• · Expertise in the NYC telecommunication services is a big plus

COMPENSATION:

• · Competitive compensation package comprised of competitive salary
• · Competitive benefits plans

BUSINESS ENVIRONMENT

· Skywire Network's mission is to upgrade the internet to top of the industry speeds in the thousands of NYC buildings that are still struggling with copper telecom or best efforts cable infrastructure. We are literally changing the way companies conduct business, by being the first provider in the buildings we service to give access to top of Enterprise, gigabit speed internet, voice and cloud environments. Skywire team members embrace the opportunity to be this kind of business change agent, and enjoy altering the way that true high speed internet infrastructure changes the way that companies can conduct business.

• · Offices in Bergen County, NJ
• · We are proud of the work we do for our customers
• · We work hard and we also like to have fun

Company Description

Skywire Networks (www.skywirenetworks.com) is a network builder and rapidly growing NYC based Internet, data and voice service provider with over 800 buildings on our own private NYC network. Our network extends throughout Manhattan, Brooklyn, Queens and the Bronx and has a coverage area of more than 60,000 commercial buildings. We commonly compete with Verizon and the Cable companies to bring businesses far superior internet, voice and cloud products and great customer care. Equal Opportunity Employer.