Job Details

About the Role:
The Customer Support Network Operations Center (NOC) Technician plays a crucial role in managing customer interactions and troubleshooting basic technical issues while maintaining a high level of professionalism and customer satisfaction over the phone.
What You'll Do:
Efficiently manage a high volume of calls, ensuring timely and effective communication with customers.
Provide first-line support for network-related customer inquiries and issues via phone, email, or chat.
Follow communication scripts and procedures when addressing various topics, ensuring clarity and consistency.
Respond accurately and efficiently to customer inquiries, offering potential solutions and ensuring customers feel valued and supported.
Engage in active listening to understand customer needs, confirm, or clarify information, and de-escalate situations with dissatisfied customers.
Strive to meet or exceed network operating center performance metrics while consistently delivering excellent customer service.
Establish and maintain strong, lasting relationships with customers by going the extra mile to address their needs, complaints, and issues regarding products or services, ensuring their satisfaction through trust and reliability.
Proactively engage with clients through inbound and outbound calls to thoroughly understand and address their needs, complaints, and issues with products or services.
Participate in training and other learning opportunities to enhance knowledge of company processes, network protocols, and industry best practices.
Do You Have:
* High school diploma or equivalent; additional technical training or
certifications
Exceptional verbal and written communication skills, with a friendly and professional telephone manner.
Proficient in typing and word processing, ensuring accurate and efficient data entry.
Proficient in Microsoft Office applications such as: Outlook, Teams, Word, Excel, etc.
Even Better:
Must be able to articulate words clearly and effectively, ensuring seamless communication and understanding with customers.
1+ years of experience in a network operations center or customer/technical support role desired.
Ability to actively listen, accurately document information, and manage call details.
Strong attention to detail and problem-solving abilities.
Excellent customer service skills.
Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting and Stationary: Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Carrying: Occasionally: 0-33% | Reaching: Occasionally: 0-33% |Lifting -Lowering >1-15 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%
Audio Visual Needs- Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% | Far Vision: Occasionally: 0-33% | Peripheral Vision: Occasionally: 0-33%
Equipment Used in Job Performance: Computer, Printer, Fax, Telephone, Basic Office Supplies, Copier