Technical Analyst- Commercial

Job Overview

This is not a remote position and requires the employee to be IN-OFFICE in our Columbus Data Center.

Schedule:

5AM-2PM Tues-Sat.

The Technical Analyst-Commercial provides industry-leading customer service through a thorough and advanced understanding of the WOW! Business Data Product suite for our SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center customers in a 24/7 support organization.

• Be part of a company whose core values include respect, integrity, spirit of service, and accountability.
• Salary:
  This position pays $26.50/hr., depending on experience.
• Medical, dental, and vision insurance, and 401k with a company match.
• Paid time off, paid holidays, and tuition reimbursement.

• Provide second-level advanced support for all WOW! Business products (POTS, EMTA, VoIP, Hosted VoIP, PRI, T1, SIP, HSD, Email, Web Hosting, CATV, HICAP, Dark Fiber, Managed Services, Virtual Services, and Cloud Services) including diagnosis, troubleshooting, consulting, problem escalation and coordination.
• Successfully coordinate interactions among WOW! Business customers, network administrators, vendors, technicians, service providers, and WOW! personnel to resolve customer impacting issues and events.
• Gather data and prepare reports to measure the effectiveness of our service and support activities as required by management.
• Respond in a timely manner to trouble tickets and incoming calls as they are presented within the workflow queue, and work directly with customers to gather and document all necessary information to effectively analyze and troubleshoot service-impacting issues.
• Monitor Data Center critical systems:
  Security, Power, HVAC, and provide Hands & Feet support when required or requested by leadership.
• Execute the proper documentation and security of customer equipment/packages shipped and received by the Data Centers as needed.
• Monitor Internal and Customer networks, Server, Storage, and Applications to ensure that service-impacting events are identified, isolated and communicated to all necessary groups as effectively and efficiently as possible.
• Successfully adhere to the Ticket Management and Data Center policies and procedures as needed.
• Must be able to quickly recognize and diagnose customer, carrier, and far-end issues and take correct steps in securing problem resolution.
• Assist with testing, certification and implementation, and support of new WOW! Business products as they are introduced.
• Document all technical issues/solutions in the company ticketing or billing systems.
• All other duties as assigned.

• High school diploma or equivalent.
• 2 years experience in the telecommunications field and/or previous experience providing technical support in a call center environment or equivalent.
• Industry‑recognised certifications such as CCENT, Network+, SIP School, or equivalent telecommunications training (including IPv4/IPv6, VoIP, SIP) preferred but not required.
• Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs (IP Network Sub‑Networking). Fundamental understanding and capable of troubleshooting; WAN, LAN, VLAN, VPN.
• Knowledge of RF Signals and HFC networks is a plus.
• Familiar with various networking tools and monitoring applications.
• Familiarity with local, long‑distance, and toll‑free telephony, with the ability to recognise and assist in resolving LNP porting, LIBD, PAC, telephony features, VoIP, and customer premise equipment.
• Must be detail‑oriented and well organised.
• Strong analytical and troubleshooting skills.
• Excellent communication skills including active listening and the ability to communicate effectively over the telephone. Anticipate customer responses and motivate customers to execute correct troubleshooting steps.
• Ability to multi‑task and function effectively and consistently in a fast‑paced environment.
• Ability to work scheduled shifts in a 24/7 environment and participate in On‑Call rotations as designated by management.
• Proficient with word processing, spreadsheet, Internet software, email.
• Ability to learn billing software systems and access online support/tools.
• Ability to…