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Technical Support Specialist (Tier 2)

TelNet Worldwide continues to grow and seeks a Technical Support Specialist (Tier 2) to join their high-performance team in either Marquette or Troy, Michigan. The Technical Support Specialist is highly motivated and customer-oriented. This position serves our customer base by providing technical support to our customers on a first level response platform. It is also the primary support for the service delivery team to ensure that policy and procedures are being followed. The Technical Support Specialist is the first responder for team members to get additional support when necessary. The TSS will interact with customers, vendors, Professional Services, Engineering and the Sales Team members on a daily basis. This position will work diligently to ensure the customer experience is positive and that services are functioning properly.

Responsibility of the Technical Support Team to adhere to policies on customer communications including an average of 80% availability through InContact, respond to customer emails within 15 minutes, respond to customer alarms within 15 minutes, and ownership on Service Tickets. Responsible for monitoring the Technical Support Team including responding to New Service Tickets within 30 minutes of receipt along with continuous follow-up on Service Tickets on a daily basis.
Working independently and with Management to continuously improve processes and procedures.
Supporting Technical Support team members and working as a liaison between Technical Support and Professional Services Technician/Tech Support Specialist to ensure acceptable MTTR (Mean Time to Repair).
Handling escalations to completion.
On-call rotation with Technical Support Team and Engineering.

COMPENSATION/BENEFITS. TelNet Worldwide places great value in their team by offering a highly competitive wage and rich benefit package including medical, dental, vision, prescription drug, flexible spending account, supplemental insurance options, paid time off, paid holidays, 401K, long-term disability insurance, life/accidental death insurance, tuition reimbursement, and training & certification programs.

3 years experience in telecommunications voice and data services or directly related industry.
Degree in Business, preferred, but not required.
Certifications desired: SIP, Network+ and CISCO.
Working knowledge of telecommunications systems, terminology and functionality including the following equipment desired: ADTRAN, GENBAND, BroadSoft.
Proven track record of creating and maintaining partner relationships in telecommunications or related industries.
Highly developed problem solving and analytical skills.
Exceptional interpersonal and communication skills (verbal and written).
Ability to manage a diverse workload and prioritize tasks.
Ability to learn semi-technical product knowledge and communicate such in an effective manner.
Demonstrated ability to use computers and basic software programs (Word, Excel, PowerPoint, Outlook, Gmail).
Judgment, logic, resourcefulness and creativity to resolve issues.

APPLY ONLINE AT No phone calls or walk-ins please.
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