Technical Support Specialist – Commercial

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Deliver first-level assistance through inbound calls for WOW! Business Voice & Data offerings, encompassing diagnosis, troubleshooting, and escalation of issues.

• Collaborate with WOW! Business clients, vendors, technicians, and internal personnel to address customer-related issues and events.

• Address trouble tickets, chat inquiries, and incoming calls promptly within the workflow queue.

• Collect and document information from clients to analyze and troubleshoot service-affecting problems.

• Comply with Ticket Management regulations and procedures.

• Identify and diagnose telephony features, VoIP services, and customer premise equipment.

• Recognize and address customer or carrier issues, taking appropriate measures toward resolution.

• Record technical problems and solutions in the company’s ticketing or billing systems.

• Perform additional tasks as assigned.

⛳️ Requirements

• High school diploma or equivalent required.

• Minimum of 1 year experience in telecommunications or prior experience providing technical support in a call center setting or equivalent.

• Industry-recognized certifications such as CCENT, Network +, SIP School, or similar telecommunications training covering IPv4/IPv6, VoIP, and SIP are advantageous.

• Familiarity with TCP/IP, DNS, DHCP, networks, and LANs, including IP Network Sub-Networking, is beneficial.

• Previous knowledge of RF Signals and HFC networks is a plus.

• Experience with networking tools and monitoring applications is a plus.

• Understanding of local, long-distance, and toll-free telephony.

• Detail-oriented and well organized.

• Strong analytical and troubleshooting capabilities.

• Exceptional communication and active listening skills, including the ability to convey technical information to a non-technical audience.

• Capacity to multitask and operate efficiently in a fast-paced environment.

• Flexibility to work evening, overnight, and weekend shifts.

• Proficiency in word processing, spreadsheet, internet, and email software.

• Ability to learn billing software systems and access online support/tools.

• Experience with Google Suites, Microsoft Office, or MAC is advantageous.

• Capability to talk and hear, type and manage paperwork, and use close vision and focus.

🏝️ Benefits

• Restricted stock grant.

• Medical, dental, and vision insurance.

• 401k plan with company matching.

• Paid time off.

• Paid holidays.

• Tuition reimbursement.

• Significant discounts on broadband packages for employees living in service areas.