Tier 1 Voice Service Representative (contract to hire) MegaPath Networks
Division : Technology & Operations
Location : Seattle WA US 98101
Job Type : Temporary
Job Description :
MegaPath - Voice Service Representative
MegaPath is the leading provider of managed IP communications services in North America and is the leading provider of Managed Services Local Exchange Carriers (MSLEC). MegaPath leverages its wide selection of broadband connectivity, Virtual Private Networks, Voice over IP (VoIP) and Security technologies to enable businesses to lower costs, increase security and enhance productivity. Businesses of all sizes can easily and securely communicate between their headquarters, branch offices, retail locations, mobile workers, and business partners. http://www.megapath.com/about/
Job Description ? Tier 1 Voice Service Representative
Provide first tier front line call center support for VoIP and network connectivity. Remotely troubleshoot and isolate problem calls from customers and field engineers. Ensure problem is resolved or escalate to Tier 2 as needed.
Troubleshoot layer 1 to layer 3 issues on broadband circuits.
Troubleshoot and configure MegaPath supported customer premise equipment (CPE).
Answer technical support calls.
Provide clear and concise documentation on troubleshooting steps taken.
Work with vendors and providers to restore service to customers within Service Level Agreements (SLA).
Job Requirements :
Excellent customer service skills and call or support center experience.
Work should reflect a high degree of organization, detail-orientation and accuracy.
Experience and understanding of networking basics and troubleshooting.
Ability to keep a regular and consistent work schedule.
Basic computer proficiency.
Additional Requirements (preferred)
VoIP and/or PSTN understanding/experience.
Understanding of VoIP network topography including network elements (soft switch, routers, etc.) and CPE.
General and basic knowledge of key systems, PBXs, LANs/WANs.
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