Specialist - Advanced Technical Support (Temporary)
Job Locations
US-WI-Madison | US | US-OR-Bend | US-TN-Knoxville
ID
2020-16316
Company
TDS Telecom
Overview
As a Specialist-Advanced Technical Support, you will provide high level technical support to TDS’ high profile commercial, high revenue generating customers (Top 100, Platinum, MIP, Metro E, and Commercial Bulk) in a quality-oriented and professional manner.
You will use your advanced access to the TDS network to troubleshoot issues, work with other teams from Network Operations, Information Systems, Network Services and TDS’s vendors in the interest of restoring customers’ services in a timely fashion.
Our ideal candidates will have both a strong technical aptitude and the ability to provide excellent customer service, all while using top notch problem-solving skills to answer questions and resolve issues for our customers.
***Please note this is a 6-8 month temporary position, working remotely on a migration project with TDS Telecom.***
TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to nearly 900 rural, suburban, and metropolitan communities across the U.S. With more than 1.2 million connections, TDS is one of the fastest growing technology companies in the United States. Powered by fiber-optics and new industry-leading technologies, TDS delivers up to 1 Gigabit internet speeds and offers internet-protocol based TV entertainment solutions along with traditional phone services. TDS also offers businesses VoIP advanced communications solutions, dedicated internet service, data networking, and hosted-managed services. Visit tdstelecom.com.
Responsibilities
Troubleshoots, analyses, resolves, and escalates customer/network troubles. This specifically includes the following:
Handle advisor support calls and chats – assist advisors on process and procedures for troubleshooting customer issues. Take over ownership of level 1 trouble tickets that cannot be resolved. Provides customers with ticket status updates, and completes customer callbacks when the trouble has been resolved.
Answer level 1 support calls from Business customers (MIP, SDI, MPLS, SIP Trunking, etc.)
Act as an escalation path from front line advisors. Assume the call from the advisor and follow the trouble through to resolution.
Act as an escalation path for the Sales team. Assume ownership of the escalation. Keep Sales and the customer updated through resolution of the trouble.
Remotely test lines, trunks, and other facilities.
Make device configuration changes for voice, data, and video troubles.
Provide troubleshooting support and technical guidance for Field Services technicians.
Provide ticket status updates (Commercial customers/Carriers), and completes customer callbacks when the trouble has been resolved.
Troubleshooting assistance with Advanced Technical Support
Work with the HRA Training team and TCO Procedures team to document procedures and training on all new product/network element rollouts.
Provide advanced support for the Senior Team with less focus on support for front line advisors.
Advanced Voice/Data resolution capabilities
Participate on network upgrades
SME on most switching platforms (Nortel, EWSD, DCO, Lucent, Metaswitch, Broadsoft, etc)
Work directly with Level III teams within TDS to resolve customer’s troubles in a timely fashion.
Ownership of Contact Center Processes and Procedures.
Ownership of all technical access and documentation of uses of the access.
Assists and supports other TDS Customer Contact Centers, Marketing and Sales departments in duties such as resolving customer troubles, updating tickets, answering phone calls and responding to e-mails with updates within the established Service Level intervals.
Proactively manage support relationship with premier customer accounts; reviewing account for any chronic or repeat issues and following up with the customer to ensure complete satisfaction with the restoration efforts.
Qualifications
Preferred Qualifications
Associates Degree (or higher) OR 2+ years’ professional work experience.
3+ years’ computer application experience with a strong proficiency in MS office applications.
2+ years’ customer service experience.
2+ years’ technical support or call center experience.
Must follow the TDS attendance guidelines to meet our customers’ needs.
Other Qualifications
2+ years telecommunications OR 2+ years’ customer service experience in a trouble resolution environment is preferred.
One (or more) technical certifications on one of TDS’ currently deployed network platforms.
Thorough understanding of the Commercial order process.
Willingness to work and make decisions in a rapidly changing and uncertain environment.
Training in Data, Voice, or Video Network Technologies is a plus.
Good technical and analytical skills are necessary.
Ability to multitask in high tension situations.
Strong verbal and written communications skills.
Good client and vendor relations skills and interpersonal skills.
A professional attitude and courteous manner towards clients, partners and staff.
Able to adapt quickly to change and prioritize work activities in response to changes challenges or demands.
At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law. To learn about our diversity & inclusion philosophy and culture, click here!