Careers at PingTone
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 New, 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 |
| Perform Support function that include but not limited to acknowledgement of Customer request via phone or email, enter into CRM database for tracking purpose; maintain timely updates while keeping the Customer updated on status till resolution. |
| Perform required troubleshooting techniques for timely resolution or with in required SLA. Escalate to Tier II or III level as necessary |
| Establish and maintain Vendor relationship. Escalate on behalf of the Customer at required timeframes while keeping Manager informed of the status. |
| Perform Soft-switch provisioning functions for Customer new install, requested moves, adds and changes. |
| Provide ordering and tracking of T1 Provisioning for Customer installations as required. |
| Closely manage assign tickets |
| Familiarize and certified with soft switch provisioning in both Genband and Broadsoft . Assist as necessary to perform any provisioning functions in either switch. |
| Monitor troubleshoot and resolve technical circuit problems on DS1, DS3 and DS0 circuits and all supporting equipment working with the vendor per required SLA requirements. |
| Provide and perform customer configuration support for customer specific hardware as necessary. |
| Perform required troubleshooting techniques for timely resolution or within required SLA |
| Perform Night and Weekend work as assigned by Manager for maintenance, system upgrades or network activity as required. |
| Act as the customer provisioning expert and participate in DRM (design review meeting) to provide provisioning validation of solution and recommended design. Provide technical support on specific design requirements that contribute to successful install and implementation. |
| Perform DID testing and validation of number(s) hitting the Pingtone network. |
| Assist Manager with the development of test procedures for the troubleshooting and maintenance of network facilities. |
| Other duties as assigned by Manager |
Qualifications
| Candidate must have a minimum of three (3) years of Customer support or networking experience |
| Posses the ability to work independently as necessary in a fast paced high growth environment while managing multiple task |
| Candidate must be well organized and detail oriented |
| Excellent oral and written communication and Customer service skills |
| Must be able to solve complex issues with minimal assistance from Engineering |
| 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. |
| Previous experience or working knowledge of BroadSoft Softswitch a plus |
| BS in Engineering, Computer Science, or Information Systems preferred (or equivalent experience). |
| Cisco Certifications are a plus. |
| Experience with Telco hardware (MUXs, DSX panels, patch panels, IP phones etc.) is a plus. |
Submit your resume to: careers@pingtone.com
Please list the position in the subject line of your email
