Customer Care Support Technician

Segra is searching for a qualified and experienced Customer Care Support Technician to join us in a full-time capacity in one of the following offices:
Columbia, SC;
Kansas City, MO; or Waynesboro, VA.

Location Requirement:

This work arrangement for this role is a hybrid position, requiring three (3) days in the office, with flexibility to work remotely two (2) days each week. We are open to hiring in one of the following offices:
Columbia, SC;
Kansas City, MO; or Waynesboro, VA.

Shift Requirement:

Must be available and able to work Friday - Monday, 9:00 PM - 8:00 AM EST.

Qualifications

• Education: Associates Degree in Technical Discipline preferred or Equivalent/Related Work Experience
• Experience: 1 Year of Information Technology, Technical Support, Troubleshooting Experience and customer service experience required
• Key Competencies:
  • Strong communication and listening skills are a must.
  • Proficient Computer Skills required
  • Excellent written and verbal communication skills
  • Empathetic listener and persuasive speaker
  • The ability to work across teams for resolution
  • Must possess the ability to think strategically/analytically to propose optimal solutions rather than addressing the symptoms from a service delivery/voice network support perspective.
  • Must be adaptable while performing well under pressure.
  • Ability to take independent action based on technical skills and sound judgment while prioritizing based on need.
  • Must demonstrate the ability to assume new levels of responsibility and deal effectively with other people.
  • Understanding of Layer 1 (Physical Layer) such as copper loop, T1, DS3, and fiber services is a must.
  • Understanding IP Telephony protocols is a must. Understanding of Layer 2 and Layer 3 Ethernet services is preferred but not required.
  • Understanding SIP, ISUP/SS7 signaling and TDM technology is preferred.
  • Understanding of managed services is preferred but not required.
  • Understanding network protocols, troubleshooting methodologies and equipment testing/provisioning and/or relatable work experience within the communications industry is a must.

About Segra:

Segra owns and operates a wide and dense fiber-optic infrastructure footprint that provides state-of-the-art connectivity, cybersecurity, voice, cloud and colocation solutions, all backed by industry-leading service and reliability. Serving over 30,000 connected customer locations, Segra has been providing customer-focused solutions for over 125 years.

At Segra, we imagine, we engineer and we build a world of opportunities for our customers through fiber-enabled technologies, driven by our customer-first mentality. We invest in the communities we serve by hiring locally, empowering our teams, and continually upgrading our network infrastructure to deliver smarter, stronger technology solutions.

Benefits Overview:

Segra offers a very robust benefits package to our full-time employees, some of which include:

• Medical, dental, vision insurance
• Life insurance
• 401(k) match
• Flexible Spending/Health Savings Accounts
• Tuition and gym reimbursements
• Vacation/PTO, paid holidays, floating holidays
• Volunteer days, parental leave
• Legal, accidental, hospital indemnity, identify theft, pet insurance

Our Commitment to Equality:

Segra is an equal opportunity employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Salary Range: $20.21 - $21.00/hour

Beyond competitive health and retirement benefits with immediate 401(k) vesting, Segra also invests in your total well-being through programs supporting physical, mental, financial, and social wellness.