NETWORK SUPPORT SPECIALIST I
Location
High Point, NC | United States
Job description
Company Overview
We're Lumos, a provider of 100% Fiber Optic Internet, Total-Home Wi-Fi, voice and streaming services across North Carolina, South Carolina and Virginia. We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday. That's why we're building a 100% Fiber Optic network from the ground up for families, small businesses and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things - the future. Because whatever the future holds, we make it faster. Learn more at Lumos | High-Speed Fiber Internet Provider in NC, VA and SC (lumosfiber.com)
The Position
Serves customers by providing advanced troubleshooting; answering inquiries; resolving problems; fulfilling requests and maintaining database. Quality and efficient handling of multiple types of customer interactions are expected, including telephone, chat, and email.
Duties & Responsibilities:
- Troubleshoots and resolves product issues addressing hardware, software, video, broadband and telephone related issues on all accounts.
- Learns quickly, retains and recalls product information while handling multiple priorities in a fast paced environment.
- Enhances company reputation by actively providing an exceptional experience.
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved issues.
- Maintains accurate and timely sales database documentation throughout all phases of the service and sales process.
- Gathers data and monitors customer impact as needed for outages and maintenance on network to keep management apprised.
- Supports multiple product types and customer service interactions as business need dictates.
- Works scheduled shifts that includes nights, weekends, and holidays as business needs dictate.
- Delivers priority of first call resolution on all user interactions.
- Adherence to regular and predictable attendance and punctuality.
- Performs other duties as assigned.
Qualifications
- Education: High School Diploma or equivalent and 0-2 years' experience in related field.
- Technology certification preferred.
- Experience: Language Skills - Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one on one and small group situations to customers, clients and other employees of the organization.
- Mathematical Ability - Ability to add, subtract, multiply and divide all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
- Reasoning Ability - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
- Computer Skills - Contact Management Systems, Spreadsheet Software, and Word Processing (Microsoft Office) Software, Data Entry, Payroll systems, and Order Processing Systems.
Other Required Skills & Qualifications: - DNS and DHCP structure and knowledge
- General understanding of radius, routing, and switching
- Knowledge of email protocols (IMAP, POP,SMTP, PGP)
- IPTV knowledge and experience
- Experience and knowledge of TCP/IP
- Solid understanding of sub netting and IP schemes
- Key Competencies: Technical Skills- Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; shares expertise with others.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.
We have:
- Comprehensive health, dental, and vision coverage.
- Competitive compensation packages, including bonus options for eligible positions.
- Paid Time Off and 12 Paid Holidays / Personal Days.
- Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
- 100% employer-paid life and disability insurance.
- Employee Assistance Program (EAP) with access to professional support for life's challenges.
- 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
- Wellness program offering education and cash incentives for gym attendance and nutrition programs.
- Employee referral bonuses.
- Discounts on Lumos Fiber Internet for employees who live in our service areas.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Other details - Job Family Infrastructure and Supply Chain
- Pay Type Hourly
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