What are the responsibilities and job description for the Support Technician position at NWN Carousel?
Company Overview:
NWN Carousel is the leading Cloud Communications Service Provider (CCSP) focused on transforming the customer and workspace experience for commercial, enterprise, and public sector organizations. We deliver hybrid work experiences for millions of users across North America’s 7,000 leading organizations. Our integrated devices, communications apps, AI-enabled contact centers, networking, security, and analytics allow our customers to learn, discover, work, and connect from anywhere - all delivered as a cloud service that’s simple to use and manage. To learn more about our solutions please visit www.nwncarousel.com
Responsibilities:
- Answer support calls from clients and internal resources.
- Log in/out of phone system at beginning/end of shift and maintain "Ready" status in the phone queue.
- Create, escalate, and resolve cases within dictated Service Level Agreements.
- Assess, triage, and prioritize client cases and requests.
- Assign cases to engineering towers that are not resolved within Service Desk.
- Communicate and share detailed case resolution updates to customers.
- Adhere to knowledge base documentation and processes.
- Manage vendor and circuit-related issues to resolution on behalf of our clients.
- Identify problems related to chronic cases and works to resolve the root cause with engineer teams.
- Work with clients and vendors to process RMA requests.
- Diagnose technical issues for end user devices and/or software using authorized tools and processes.
- Able to work independently and successfully in hybrid team environment.
- Able to manage multiple concurrent tasks with minimal supervision.
- Able to work 2-3 holidays per year and provide occasional night and weekend coverage.
- Strong oral and written communication skills.
- Strong interpersonal skills.
- Strong analytical skills.
- Understanding of common IT concepts and terminology.
- Understanding of basic operating systems and desktop experience.
- Able to present point of view to gain buy-in from team and/or management.
- Offers ideas and suggestions to support attainment of goals.
- Adheres to, maintains, and improves operating policies, procedures, and knowledge base documentation.
- 1-3 years of customer support experience.
NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.
Salary : $40,800 - $51,700
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