Tier III Support Engineer 5/17/2017
Category: Information Technology
Job Type: Contract to hire
As a Tier 3 Technical Support Agent, you will provide customers and agents with third level technical support for hardware and software products. You will be the final step of technical escalation before engaging the engineering team. You will have strong customer service skills combined with deep technical expertise to solve customer challenges. Your will interact with both customers and internal resources to ensure these highly technical problems are solved expeditiously and the situation is resolved with urgency.
Job Duties and Responsibilities:
- Receive and respond to escalated inquiries from customers and provide expert advice and solutions through consultative problem resolution, work with engineers for more difficult problems, and work on technical projects
- 30% customer phone support
- 40% after call ticket resolution, project management of individual or multiple site issue resolution
- 30% liaise with Engineering on platform issues
- Utilize available resources to ensure customer satisfaction and retention
- Educate customers as to how to solve similar technical issues in the future
- Document all pertinent information using the appropriate ticketing system, process and procedure artifacts
Required Qualifications:
- 3-5 years in a telecommunications or software in a customer service and/or network monitoring organization
- Knowledge of network and connectivity standards, LAN and WAN
- Knowledge of IP Networks, VLAN’s, switching and IP protocols
- Knowledge of Wi-Fi and Wi-Fi standards
- Knowledge of TV reception, broadcast and delivery methods
- Knowledge of ticketing workflow and resolution standards
- Experience with Microsoft Visio, Microsoft Excel, Word & PowerPoint
- Excellent communication and customer service skills