Third Line Customer Support

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Third Line Customer Support (Ottawa)
Employer:

Marler and Associates

Location:
Ottawa, ON Canada
Date Posted:
12-15-2004
Job Description
Description:
Ottawa, Ontario, Canada



Third Line Customer Support (Ottawa)

Job # WM 002



Position Mandate:



In a direct customer interface role to our strategic partners, large telecommunication service providers and their end users, act as third line support prime in capturing and troubleshooting network and end user troubles.





Responsibilities:



・ Gather detailed information via phone or email regarding customer troubles

・ Reproduce, debug and isolate the cause of complex problems that are passed on by 2LS

・ Act with minimal supervision to define whether a problem is related to our core product (software), hardware, network infrastructure, or third party products that are integrated with our solution

・ follow-up with 2LS, Development, and customers to provide status and close problems

・ Tracking statistics and generating weekly reports

・ Take charge/develop Network Operations Centre remote monitoring tools and processes

・ Develop new processes and tools for debugging customer issues and maintaining customer up time





Requirements:



Experience



・ Minimum of 5 years experience in a customer support role with proven technical skills in resolving voice and data network problems

・ Proven ability to identify problems, follow-up and bring to closure

・ Experience in dealing with external customers and/or telephone service providers

・ Demonstrated process and/or tool development in support role



Skills



・ Essential Skills:



・ Exceptional communication skills, ability to work with customers with minimal guidance

・ IP network expertise: IP addressing, DHCP, NAT, DNS

・ LAN/WAN technologies: switch, router and firewall configuration

・ O/S: Unix

・ Knowledge of network monitoring and protocol analysis tools, SNMP

・ PBX, Key System feature sets

・ Broadband access technologies: DSL, T1, PRI



・ Knowledge in these additional areas would be an asset:



・ VoIP

・ SIP, MGCP,TFTP and RTP protocols

・ Linux

APPLY:



Send resume to:

# hr@naturalconvergence.com



Marler & Associates

http://workforceplan.com