Technician, Support Services

PingTone is in search of Customer Support Technician to join our team and help support our Customers. This position interfaces with Customers on a daily basis, providing technical assistance on Customer issues and provisioning support for Moves, Adds, and Changes. The successful applicant will have excellent Customer service skills, communication and organizational skills, with the technical ability to learn the skills required by the position.

Responsibilities

• Candidate will be required to log into a queue and work an assigned shift schedule to support 24/7 Customer support.


• Acknowledge Customer request via phone or email. Enter into CRM database for tracking purpose; maintain timely updates while keeping the Customer updated on status.


• Perform required troubleshooting techniques for timely resolution or with in required SLA.


• Establish and maintain Vendor relationship. Escalate on behalf of the Customer at required timeframes while keeping Manager informed of the status.


• Work closely with Engineering for technical assistance and Tier III support.


• Perform provisioning functions for Customer requested moves, adds and changes.


• Provide backup to the Provisioning group for new Customer installations as required.


• Other duties as assigned by Manager.

Qualifications

• Candidate must have a minimum of three (3) years of Customer support or networking experience.


• Working knowledge of LAN/WAN technology, routing and switching and Customer premise hardware.


• Strong telephony background specific VoIP protocols such as SIP, TDM, H.323, MGCP and SCCP.


• Previous softswitch provisioning preferred with working knowledge of class 5 features.


• Knowledge of the OSI model, IP networking and related technologies.


• Working knowledge of PC's Microsoft Windows and Microsoft Office.


• Working knowledge of UNIX.


• BS in Engineering, Computer Science, or Information Systems preferred (or equivalent experience).


• Experience with Telco hardware (MUXs, DSX panels, patch panels) and IP phones is a plus.

Submit your resume to: careers@pingtone.com
Please list the position in the subject line of your email