Systems Analyst - II

AmNet Services, Inc.; Cary (NC); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading sensor and networking solutions provider in North Carolina is seeking a UCCaaS Repair/MACD Technician. In this role, you will provide technical support and troubleshoot repair requests using Cisco Call Manager and Cisco Unity. Strong customer service and Voice/VoIP support experience are required. An Associate's degree or equivalent experience is essential. The ideal candidate will have excellent communication skills and a passion for customer service.

Qualifications

• Strong customer service focus with daily interactions.
• Experience in Voice/VoIP support and troubleshooting.
• Familiarity with Cisco products is essential.

Responsibilities

• Provide UCCaaS customer repair ticket and MACD request support.
• Troubleshoot issues using Cisco Call Manager and Unity.
• Communicate directly with customers and account teams.

Skills

Customer service

Voice/VoIP support

Cisco Call Manager

Cisco Unity

Interpersonal skills

Verbal communication

Written communication

Education

Associate's degree or equivalent experience

Job description

Overview

America Networks is a leading sensor and networking solutions partner for companies in any Industrial, Manufacturing, and Waste management space. We design and manufacture sensors for storage tanks, water metering, energy metering, gas monitoring, and asset management. Our founders are hardcore telecommunications engineers with combined 200+ years of experience in designing, optimizing and performance engineering; for several mid – large wireless carriers internationally - that saw a need to provide low power, cost efficient sensors to collect data, create alerts, and predict needed actions. We have combined these sensors with low power, wide area (LPWA) networking technologies to provide clients various options to decrease re-occurring costs associated with operating an IoT network of sensors and connected devices. We specialize in design, deployment, optimization, and support of these Networks. Whether an off-the-shelf or custom solution is needed, we’ll create a solution and push the data on the best cloud platform to fit your needs, including your own.

Job Description

Provides technical and/or analytical support to work on a wide range of UCCaaS customer repair tickets and MACD requests to include billing reconciliation. Periodically makes recommendations that aid in the successful completion of projects within a product or functional area; works with limited supervision. A UCCaaS Repair/MACD technician provides 1.5 level technical repair and MACD support for Client’s UCCaaS customers. A UCCaaS Repair/MACD technician will troubleshoot UCCaaS repairs and process MACD requests via Cisco Call Manager, CUCDM and Cisco Unity. The UCCaaS Repair/MACD technician will communicate directly with Client's UCCaaS customers and Client account teams via phone and by electronic communication methods. The candidate for this position should have a passion for customer service and a desire to work with customers daily.

Responsibilities

• The ideal candidate will have strong interpersonal skills and excellent verbal and written communication skills.
• Customer service and Voice/VoIP support experience is required, knowledge of Cisco Call Manager, Cisco Unity is required.
• An Associate's degree or equivalent experience.