Customer Care Support Technician

Segra; Kansas City (MO); Hybrid; USD 27,841 - 28,929; Full time

Benefits offered by this job

Life insurance

401(k) match

Flexible Spending/Health Savings Accounts

Tuition and gym reimbursements

Vacation/PTO, paid holidays, floating holidays

Legal and pet insurance

Job summary

A leading fiber communications company is seeking a Customer Care Support Technician in Kansas City, MO. This full-time role involves providing customer support and technical assistance, with a hybrid work model allowing for three days in the office and two days remote. The ideal candidate will have strong communication skills and a year of IT support experience. Segra offers a competitive salary and a thorough benefits package including life insurance and a 401(k) match.

Qualifications

• 1 year of IT and technical support experience required.
• Ability to propose optimal solutions strategically.
• Empathetic listener and persuasive speaker.

Responsibilities

• Provide customer support and technical assistance across teams.
• Troubleshoot network issues related to various technologies.
• Foster strong customer relationships through effective communication.

Skills

Strong communication skills

Technical troubleshooting

Customer service experience

Analytical thinking

Layer 1 understanding

IP telephony protocols

Network protocols

Ability to work under pressure

Education

Associates Degree in Technical Discipline

Job description

Segra is searching for a qualified and experienced Customer Care Support Technician to join us in a full-time capacity in one of the following offices: Charlotte, NC; Columbia, SC; or Kansas City, MO.

Location Requirement

This work arrangement for this role is a hybrid position, requiring three (3) days in the office, with flexibility to work remotely two (2) days each week. We are open to hiring in one of the following offices: Charlotte, NC; Columbia, SC; or Kansas City, MO.

Qualifications

• Education: Associates Degree in Technical Discipline preferred or Equivalent/Related Work Experience
• Experience: 1 Year of Information Technology, Technical Support, Troubleshooting Experience and customer service experience required
• Strong communication and listening skills are a must.
• Excellent written and verbal communication skills
• Empathetic listener and persuasive speaker
• The ability to work across teams for resolution
• Must possess the ability to think strategically/analytically to propose optimal solutions rather than addressing the symptoms from a service delivery/voice network support perspective.
• Must be adaptable while performing well under pressure.
• Ability to take independent action based on technical skills and sound judgment while prioritizing based on need.
• Must demonstrate the ability to assume new levels of responsibility and deal effectively with other people.
• Understanding of Layer 1 (Physical Layer) such as copper loop, T1, DS3, and fiber services is a must.
• Understanding IP Telephony protocols is a must.Understanding of Layer 2 and Layer 3 Ethernet services is preferred but not required.
• Understanding SIP, ISUP/SS7 signaling and TDM technology is preferred.
• Understanding of managed services is preferred but not required.
• Understanding network protocols, troubleshooting methodologies and equipment testing/provisioning and/or relatable work experience within the communications industry is a must.

About Segra

Segra is one of the largest independent fiber network companies in the nation, able to offer state-of-the- art communication solutions backed by always-on customer service. We are known for our future-forward infrastructure and state-of-the- art voice and data technology solutions for businesses and the public sector, as well as wholesale transport services to some of the world’s largest carriers. Our network features the latest advances in IP, ethernet, and dark fiber architectures, as well as high performance data centers. Furthermore, our network powers technology solutions such as hosted voice, security, and cloud.

Segra has engineered our entire company operations to put our customers at the very center of everything we do. We invest in the communities we serve by hiring locally and continually upgrading our network infrastructure. Segra has over 1200 employees, 500k+ on-net and near-net buildings, and 44k+ fiber-route miles. We exist purely to help businesses within our footprint be successful.

Benefits Overview

• Life insurance
• 401(k) match
• Flexible Spending/Health Savings Accounts
• Tuition and gym reimbursements
• Vacation/PTO, paid holidays, floating holidays
• Legal, accidental, hospital indemnity, identify theft, pet insurance

Our Commitment to Equality

Segra is an equal opportunity employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Salary Range: $20.21 - $21.00/hour

Beyond competitive health and retirement benefits with immediate 401(k) vesting, Segra also invests in your total well-being through programs supporting physical, mental, financial, and social wellness.