Southern Company
Technical Support Representative
Southern Company, Birmingham, Alabama, United States, 35275
Job Description
Technical Support Representative
These position will: Answer and analyze inbound calls; Provide Tier II and Tier III support to all internal/external customers and sales pertaining to the Southern LINC network, devices, software, firmware and provisioning; Identify, troubleshoot, resolve/escalate, and follow up on technical issues using Customer Ops, Remedy and InfoLINC ticket tracking software which includes updating details of actions in all pertinent systems; Interact with Engineering/IS to assist with the development and implementation of new products and services as they relate to Customer Solutions and provide feedback to Product Development and Sales on functionality of new subscriber units and features.
JOB REQUIREMENTS:Extensive knowledge of OAP, Remedy, InfoLINC, VMS and SMS applicationsExtensive technical knowledge of wireless servicesStrong working knowledge of Ops Center and other troubleshooting applications in-depth knowledge of Customer Solutions and Company policies, processes and procedures.Ability to analyze log files, and network capturesAbility to debug and ask questions to gather information related to an issueAbility to resolve issues as defined in documentation to customer issuesExcellent analytical, organizational, planning and implementation skills to follow through with an issue to satisfactory results.Strong written and oral communication skillsAbility to meet deadlines and work independently.Strong knowledge of LTE/Telecom systems, network elements and ability to understand related customer issues.Minimum 4 months SouthernLinc experienceAbility to follow through with other organizations within SoLINC Wireless/Southern CompanyBe available for on-call duties after hours and weekend rotations.4-year bachelor's degree in technical field or related experienceJOB RESPONSIBILITIES:
Support and assist to resolve all advanced customer issues with the following product:
AndroidHarrisAdvance TecBEC ROUTERSCatalystOrbit Routers
Support other work groups in Customer SolutionsNew products and services testing, implementation, and supportWork all ticket types in Infolinc/Remedy to meet accepted service level goalsServe as Customer liaison between SoLinc and Critical Customers and VendorsAvailability for rotating 24/7 on-call week and adequate coverage at home locationFollow CPNI guidelinesOther duties as assigned
PREFERRED
4-year bachelor's degree in technical field or related experience
3+ years of Tier 1 support experience
About Us
Southern Company
(NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers' and communities' needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
About the Team
Southern LINC
Technical Support Representative
These position will: Answer and analyze inbound calls; Provide Tier II and Tier III support to all internal/external customers and sales pertaining to the Southern LINC network, devices, software, firmware and provisioning; Identify, troubleshoot, resolve/escalate, and follow up on technical issues using Customer Ops, Remedy and InfoLINC ticket tracking software which includes updating details of actions in all pertinent systems; Interact with Engineering/IS to assist with the development and implementation of new products and services as they relate to Customer Solutions and provide feedback to Product Development and Sales on functionality of new subscriber units and features.
JOB REQUIREMENTS:Extensive knowledge of OAP, Remedy, InfoLINC, VMS and SMS applicationsExtensive technical knowledge of wireless servicesStrong working knowledge of Ops Center and other troubleshooting applications in-depth knowledge of Customer Solutions and Company policies, processes and procedures.Ability to analyze log files, and network capturesAbility to debug and ask questions to gather information related to an issueAbility to resolve issues as defined in documentation to customer issuesExcellent analytical, organizational, planning and implementation skills to follow through with an issue to satisfactory results.Strong written and oral communication skillsAbility to meet deadlines and work independently.Strong knowledge of LTE/Telecom systems, network elements and ability to understand related customer issues.Minimum 4 months SouthernLinc experienceAbility to follow through with other organizations within SoLINC Wireless/Southern CompanyBe available for on-call duties after hours and weekend rotations.4-year bachelor's degree in technical field or related experienceJOB RESPONSIBILITIES:
Support and assist to resolve all advanced customer issues with the following product:
AndroidHarrisAdvance TecBEC ROUTERSCatalystOrbit Routers
Support other work groups in Customer SolutionsNew products and services testing, implementation, and supportWork all ticket types in Infolinc/Remedy to meet accepted service level goalsServe as Customer liaison between SoLinc and Critical Customers and VendorsAvailability for rotating 24/7 on-call week and adequate coverage at home locationFollow CPNI guidelinesOther duties as assigned
PREFERRED
4-year bachelor's degree in technical field or related experience
3+ years of Tier 1 support experience
About Us
Southern Company
(NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers' and communities' needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
About the Team
Southern LINC