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Technical Support Specialist

TelNet Worldwide continues to grow and seeks a Technical Support Specialist (Tier 2) to join their high-performance team in Troy, Michigan. The Technical Support Specialist responds to trouble calls, ensures identification and resolution of customer issues, and provides technical support to the customer on a first level response platform. To succeed, you must be highly motivated with an exceptional ability to work with customers, vendors, professional service staff, engineers and our Sales Team on a daily basis. If you have a strong drive to solve problems, are experienced in operational support systems, and are committed to providing a top-notch customer experience, we want to hear from you!

Take ownership on all customer communications including an average of 80% availability through IVR. Examples include: respond to customer emails, respond to customer alarms, take ownership on service related tickets.
Respond to new service tickets along with continuous follow-up.
Ability to work independently and with Management to continuously improve or create processes and procedures.
Escalate to and work directly with Senior Technical Support Staff.
Train new hires on level 1 support.
This position includes a rotating Saturday shift along with on-call rotation with the Technical Support Team and Engineering.

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

3 " 5 years experience in telecommunications voice and data services or directly related industry.
Degree in Business, preferred, but not required.
Certification desired: SIP Certification and Network+.
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.


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