Lingo: ARC Technician Tier III - Remote

Advanced Resolution Center Technician Tier III – Location Remote

We are seeking a full-time Advanced Resolution Center Technician Tier III. The hourly rate for this position is $23 - $26 per hour.

The Advanced Resolution Center Technician Tier III is an advanced technical position called upon to solve data, VoIP and managed services issues within the Client Services department, handling escalated calls as needed. The ARC Transport – III representative will analyze, troubleshoot and resolve all technical physical issues for repair related, and installation connectivity issues. May remotely troubleshoot customer's equipment or simply educate customers.

Responsible for ensuring first call resolution whenever possible. This position is also responsible for all elements related to the coordination of vendor dispatches necessary to install or repair voice and data services for customers.

• Understands functionality and equipment setting specifications for modems/routers, PBX systems, Hosted/VoIP phones, etc. Comprehends firewall functionality from the responsibility of the client to the company.
• Knowledgeable in reading and fully understanding SIP messaging and call PCAPs
• Experience troubleshooting Adtrans and performing VoIP debug troubleshooting in Adtrans
• Able to troubleshoot and understand the full spectrum of a VoIP network from customer end points to SBCs and soft switches.
• Contacts client sites as necessary to coordinate equipment delivery, site access, or other activities necessary to successfully install or repair the voice or data services being provided by Lingo.
• Ensures that the appropriate Lingo systems are updated with timely and accurate notes relating to vendor scheduling and site activity.
• Perform other tasks as assigned.

• 6-8 years of data technology experience and 4+ years of VoIP/telephony experience, or equivalent education/certification;
  Associate's degree or higher preferred
• Strong understanding of telephony technologies across broadband, fiber, and VoIP services
• Experience scheduling and coordinating resources and/or vendor appointments
• Excellent computer, typing, and time management skills with a high degree of reliability and attention to detail
• Strong oral and written communication skills with the ability to present information and respond to questions across all levels of the organization
• Solid interpersonal skills with a customer-focused mindset and sensitivity to customer needs
• Strong analytical and problem-solving abilities, with the capacity to troubleshoot issues to resolution, interpret varied instructions, and work both independently and collaboratively

BRCGH employees enjoy competitive salaries, access to our 401(k) profit sharing retirement plan and other benefits including paid holidays, vacation, and sick leave, voluntary group medical, dental, and vision insurance, and company paid life and disability coverage.