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Trouble Resolution Specialist
Ref No.: 17-00421
Position Type:Contract
Start Date: 08/16/2017
Trouble Resolution Specialist
Location: Vancouver, WA
Duration: 6 Months

The Trouble Resolution Specialist is a customer facing roll including handling inbound customer calls, chat and portal interactions. Technicians will be responsible for troubleshooting reported problems, providing updates and resolution of common network/product troubles. The trouble resolution technician will also be responsible for positioning contract renewal and upsell opportunities as well as Customer Satisfaction (CSAT) targets.

  • Initiate diagnostics and additional testing and data gathering to resolve tickets or document information needed for next level support
  • Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner.
  • Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external organizations as needed, and meet MTTR and customer status expectations
  • Escalate Trouble Tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed
  • Diffuse difficult customers by reassuring customer we will work to resolve their issue in timely fashion
  • Act as the primary customer point of contact for the customer throughout the life of a ticket, responsible for providing customer with regular status updates on Trouble Ticket progress, setting realistic expectations, and verify resolution
  • Properly code Trouble Tickets with appropriate closure codes, detailing the results of the testing and resolution
  • Escalation to management of service interruption patterns, to assist in the identification of potential network service effecting issues.
  • Utilize available technology to efficiently respond to client requests
  • Prioritize work to meet or exceed client expectations
  • Work in partnership with other EarthLink Business service/repair oriented departments to respond to customer issues in a timely fashion
  • Proactively resolve obstacles that interfere with job performance and/or job satisfaction
  • Flexibility to work varied shifts to provide support to your team on an as needed basis, based upon customers business needs

Basic Metrics:
  • Meet MTTR goals of overall Trouble Tickets
  • Meet LEC Referral MTTR goal
  • Schedule Adherence of 98% (attendance, punctuality, breaks/lunches)
  • Ticket Quality Score of 75% (monitoring 4-8 tickets per month, for ticket quality and customer status)
  • Meet a 100% goal of Customer Status on Trouble Tickets
  • Meet Monthly Scorecard metrics on multiple factors including tickets resolved, calls in/out, # public notes, quality, CSAT and Renewal targets. Technicians are to work a minimum of 4 tickets per hour

Minimum Requirements: (Not Editable)
Required Skills / Abilities & Competencies

  • Intermediate working knowledge of networking WAN/LAN topology
  • Ability to isolate layer 1 issues WAN/LAN
  • Basic Command Line interface knowledge
    In addition to the above, the Trouble Resolution NON-FACILITY position requires at least (but not limited to) two of the following:
  • Working knowledge of Adtran/Cisco routers and switches
  • Intermediate ability to evaluate client metrics such as overall bandwidth and QOS setting requirements
  • Basic knowledge of voice switch platforms including Nortel DMS, Client 5ESS and MetaSwitch (Softswitch)
  • Basic scripting and debugging
  • Basic working knowledge of Network protocols such as ATM, Frame Relay and Etherne
  • Intermediate working knowledge of IP routing protocols such as BGP, OSPF, RIP and STATIC ROUTING
  • Intermediate working knowledge of voice protocols such as CAS, ISDN, SS7, MGCP, H.323, and SIP
  • Intermediate working knowledge of Voice features such as Call forwarding, Voice mail and Hunting as well as LNP process and troubleshooting
  • Intermediate knowledge of Hosted Voice features including MADN, MLHG, Softphone, Hosted Contact Center/ACD and mobile communicator.

Education: (Not Editable)
Education and Experience
  • AAS Degree in Computer Science or equivalent combination of education and experience.
  • Experience in a technical service, help desk, or service desk environment