ROC Technician Tier 1

WorldNet Telecommunications LLC / Human Resources Group; Guaynabo (PR); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical Plan

Retirement Plan with Employer Matching

Life Insurance

Birthday Holiday

Personal Days

Among Others...

Job summary

WorldNet Telecommunications LLC is seeking an enthusiastic 1st level support agent to assist customers and technicians. You will aim to resolve the majority of issues on the first call and manage tickets per SOP and SLA requirements.

You will interact with multiple departments to diagnose issues, track repairs, and communicate progress to customers, ensuring timely resolutions in a fast-paced setting.

Qualifications

• Associates Degree and two years of related experience OR equivalent training.
• Fully bilingual Spanish and English.
• Experience in networking and telephony services.
• Experience or training of TCP/IP/UDP; understanding of TCP/IP suite.
• Knowledge of troubleshooting internet routing protocols (OSPF, BGP).
• Experience troubleshooting DS1 & DS3 circuits.
• Strong customer focus and service orientation.
• Excellent verbal and written communication.
• Ability to work in a fast-paced environment.

Responsibilities

• Handle customer service repair and troubleshooting calls or emails, ensuring proper reporting to standards.
• Maintain a first call resolution metric of 25% or more.
• Maintain a service level of 80% or more as required.
• Troubleshoot and refer repair tickets according to SOP and guide.
• Identify recurring issues and refer to Team Leader for solutions.
• Assist RFT, NEO, Transport departments, and customer technicians to complete repairs.
• Update internal repair order tracking system daily until completion.
• Keep customers informed of repair status daily.
• Maintain average repair time at 12 hours or less.
• Notify supervisor when tickets exceed prescribed timeframes.

Skills

Bilingual (Spanish/English)

Customer focus

Problem solving

Communication skills

Networking basics

TCP/IP knowledge

Troubleshooting

Fast-paced environment

Education

Associates Degree

Tools

Microsoft Office

Job description

We are an Equal Employment Opportunity Employer and take Affir

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 elevate 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:

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

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

WORK ENVIRONMENT

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.

COMPANY BENEFITS

• Medical Plan
• Retirement Plan with Employer Matching
• Life Insurance
• Birthday Holiday
• Personal Days
• Among Others...

We are an Equal Employment Opportunity Employer and take Affir