NOC Tech Support Rep Tier II

NOC Tech Support Rep Tier II Location: Peoria, Il - This is a hybrid positon of 2 days in the office and 3 days remote. MUST live near Peoria, IL We are seeking a highly motivated and customer-centric individual to join our team as a Technical Support Representative in our Network Operations Center. As a Technical Support Representative, you will play a key role in ensuring our customers receive prompt and effective technical assistance. Job duties include responding to customer issues by troubleshooting both voice and data issues, and working with parties internal and external to provide a swift resolution. The ideal candidate will have some networking and/or IT experience, and be very persistent and organized with a drive for successful outcomes. Responsibilities: Customer Support: Provide technical support to customers via phone, email, or chat channels. Diagnose and resolve technical issues related to telecommunications services, including internet connectivity, VoIP, and other related products. Guide customers through step-by-step solutions, ensuring a positive and efficient support experience. Troubleshooting: Identify and analyze technical issues, both hardware and software-related. Collaborate with other technical teams to escalate and resolve complex problems efficiently. Document troubleshooting steps and solutions for future reference and knowledge sharing. Customer Education: Educate customers on product features, functionalities, and best practices to optimize their telecommunications experience. Guide self-help tools and resources available to customers. Communication: Communicate effectively with customers, ensuring a clear and understandable explanation of technical issues and solutions. Collaborate with internal teams to relay customer feedback and contribute to ongoing improvement initiatives. Documentation: Maintain accurate and detailed records of customer interactions, technical issues, and resolutions in the customer support database. Contribute to the development and updating of support documentation and knowledge base articles. Other job duties as assigned. Requirements: Minimum of 5 years in a technical support representative role. Excellent communication and interpersonal skills. Problem-solving mindset with the ability to troubleshoot and analyze technical issues. Familiarity with customer support software and ticketing systems. Ability to work in a fast-paced environment and handle multiple tasks simultaneously. Proven commitment to delivering exceptional customer service. Preferred Skills: Familiarity with telecommunications protocols and standards (e.g. SIP, VoIP,). Experience working with telecom network elements and understanding of functionalities. Benefits: 401k matching Dental Insurance Health Insurance Life Insurance Vision Insurance Business expense reimbursement Mileage reimbursement Paid time off Hybrid schedule Compensation: $50,000-$55,000 per year