ROC Technician Tier 1

WorldNet Telecommunications LLC / Human Resources Group; Guaynabo (PR); On-site; USD 40,000 - 60,000; Full time

Job summary

WorldNet Telecommunications LLC is seeking a 1st level support specialist to assist customers and technicians. The role focuses on resolving a substantial portion of issues on the first call and maintaining repair SLAs and SOP-driven processes.

The candidate will diagnose issues, reference repair guides, and keep customers informed of status while coordinating with various departments to ensure timely restoration of services.

Qualifications

• Associates Degree and two years of equivalent experience in related field and/or training or equivalent combination of education and experience.
• Knowledge of telecommunications concepts, TCP/IP/UDP and networking concepts.
• Must be able to work in a fast-paced, high-transaction environment and maintain 100% customer satisfaction.

Responsibilities

• Provide 1st level support to customers and technicians resolving 25% or more of reported problems on the 1st call.
• Maintain an 80% service level and adhere to SOPs for repairs and follow ups.
• Troubleshoot, diagnose and refer repair tickets and inform customers of test results.

Skills

Customer focus

Critical thinking

Oral communication

Problem solving

Influence & Persuasion

Business acumen

Microsoft Office

Education

Associates degree

Tools

TCP/IP

POTS & PBX knowledge

Job description

We are an Equal Employment Opportunity Employer and take Affimative Action to recruit Protected Veterans, and Individuals with Disabilities.

SUMMARY

Provide 1st level support to customers and technicians resolving 25% or more of the reported problems in the 1st call as determined by WorldNet. Manage all calls and reports according to SOP’s to comply with WorldNet’s Service Level Agreement (repair time and follow up).

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned.

Effectively handle customer service repair and troubleshooting calls or email to assure repairs requests are properly reported according to standards and procedures. Maintain a first call resolution metric of 25% or more as determined by company.

Maintain calls Service Level of 80%, or more depending on company service requirements.

Maintain compliance repair time per ticket established in the SOP.

Troubleshoot, diagnose and refer Repair tickets to the corresponded area and inform the customer the test results. Perform troubleshooting according to SOP’s and the Repair Troubleshooting Guide to assure repairs requests are properly reported to avoid delays in service restoration and charges for unnecessary dispatches by our providers.

Responsible to identify repeated issues, investigate root cause and refer to Team Leader or Supervisor for an alternative solution.

Provide assistance to RFT, NEO, Transport department, providers and customer technicians, to complete the Repair. Effectively handle the troubleshooting with the technicians to ensure the Repair was completed.

Update internal repair order tracking system on a regular day basis until the repair is completed.

Effectively maintain customers informed of their repair status on a daily basis or as required by the customer.

Keep the average Repair time in 12 hours or less as determined by WorldNet management.

Notify Team Leader or Supervisor when tickets have exceeded established time-frame in order to raise the situation.

Follow company policies and procedures to meet relevant company-wide statistics.

Performs all other duties as required.

SUPERVISORY RESPONSIBILITIES

This Job has no supervisory responsibilities

Core Competencies:

• Creativity and Innovation
• Customer Focus
• Initiative
• Integrity and Ethics
• Learning Orientation
• Results Orientation
• Quality Orientation

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Focus
• Critical Thinking
• Oral Communication
• Problem Solving
• Influence & Persuasion
• Business Acumen

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/ or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associates Degree and two years of equivalent experience in related field and/or training or equivalent combination of education and experience.

KNOWLEDGE, SKILLS & ABILITIES

• Uunderstand and visualize the legacy and modern principles of telecommunications communications , including POTS , PBX , T - 1 VoIP, and all transport used in telephone networks
• Experience in networking and telephony services.
• Experience or training of TCP/IP/UDP. Complete understanding of TCP/IP suite such as Upper Layer Apps and Services, Transport Layer, Network Layer, Data Link Layer and Physical Layer.
• Knowledge in troubleshooting internet routing protocols (OSPF, BGP, etc).
• Knowledge in testing DS1 & DS3 circuits.
• Experience in troubleshooting and diagnosing service interruptions in all types of transmission transport used in telecommunication industry.
• Must be self-motivated to follow-up with customers to ensure 100% satisfaction with all work completed.
• Understand and know the basic operation of routers, switches and firewalls
• Knowledge network topologies and operation
• Troubleshooting experience with telecommunications providers
• Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations.
• Proven ability to analyze problems and solve them creatively.
• Fully Bilingual (Spanish and English).
• Computer knowledge, Microsoft Office.
• Customer Focus and service oriented.
• Strong verbal, written, and negotiation skills to retain existing customer base.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Performing the duties of this job, requires the employee to sit, stand, and bend, and a normal range of hearing and vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Normal office environment, usually quiet. No physical discomfort or exposure to hazardous due to temperature, dust, noise, etc. Able to work in a fast pace environment with continuous interruptions.

EMPLOYER'S RIGHT

This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

WorldNet Telecommunications has the right to revise this job description at any time. This job description is not a contract for employment.