Customer Care Support Technician I

Overview

On Site
$15 - $17
Contract - W2
Contract - 06 Month(s)

Skills

Call Centre
Customer Support
Technical Support
Voice

Job Details

Immediate need for a talented Customer Care Support Technician I. This is a 06+months contract to Hire opportunity with long-term potential and is located in Charlotte, NC or Columbia SC(Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID: 25-75940
Pay Range: $15 - $17/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

  • 30%
  • Troubleshooting and service restoral of ***-supported equipment and services. Handle all voice-related troubles not derived from core or data/internet issues through first-call resolution. Provide Tier I support for data/internet/firewall-related equipment and products.
  • 30%
  • MACD Service Delivery Support Complete customer-requested moves, adds, changes, and disconnects of communications-related services (voice, data, internet) including ticket creation, switch/equipment provisioning/shipment, and billing updates. Process all internal MACD requests under *** including those directly from the customer (via phone and/or email).
  • 30%
  • Manage inbound and outbound calls per departmental policies and procedures. Effectively communicate with customers to understand customer needs.
  • Create and manage trouble tickets per departmental policies and procedures.
  • Manage Type II services.
  • 10%
  • Manage and perform special projects as assigned.

Key Requirements and Technology Experience:

  • Key skills; Call Centre, Customer Support, Technical Support, Voice
  • 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
  • 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.

Our client is a leading Telecommunications Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy .

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.