Technical Support Representative

TECHNICAL SUPPORT REPRESENTATIVE  Department :

• Networks Operations  Reports To :  Network Operations Manager  POSITION SUMMARY  As a Technical Support Representative, you are the face of our company and make the first impression on our customers.
• This is a fast-paced role that requires a shift in focus multiple times per hour and prioritization of work.
• The Technical Support team handles all incoming tasks such as technical support and dispatch requests, resource coordination and interdepartmental communication. As a Technical Support Representative, your primary function is to respond to customer requests and systems alerts.
• You will provide day-to-day support to ensure incidents and customer requests are managed in accordance with quality standards and the goals of the company are achieved.    RESPONSIBILITIES  Be actively logged in and available to answer all incoming calls from customers with the ability to identify, troubleshoot and resolve their issues.  Monitor inbound emails from customers and automated systems.
• Create / manage incident and service request in the ticketing system.  Perform troubleshooting, fault identification and execute a resolution or a workaround to reestablish services as quickly as possible.  Coordinate maintenance and repairs with field support, network engineers, and vendors.  Provide regular notifications to customers on network outages and / or upgrades.  Document all processes and outages through the internal ticketing systems.    CORE COMPETENCIES There are several competencies required to be successful in this position.

The following are some of the most important and definitions of each are included at the end of this job posting :