Technical Analyst- Commercial

The Technical Analyst- Commercial provides industry-leading customer service through a thorough and advanced understanding of the WOW! Business Data Product suite for our SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center customers in a 24/7 support organization.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Provide second-level advanced support for all WOW! Business products (POTS, EMTA, VoIP, Hosted VoIP, PRI, T1, SIP, HSD, Email, Web Hosting, CATV, HICAP, Dark Fiber, Managed Services, Virtual Services, and Cloud Services) including diagnosis, troubleshooting, consulting, problem escalation and coordination.

• Successfully coordinate interactions among WOW! Business customers, network administrators, vendors, technicians, service providers, and WOW! personnel to resolve customer impacting issues and events.

• Gather data and prepare reports to measure the effectiveness of our service and support activities as required by management.

• Respond in a timely manner to trouble tickets and incoming calls as they are presented within the workflow queue, and work directly with customers to gather and document all necessary information to effectively analyze and troubleshoot service-impacting issues.

• Monitor Data Center critical systems: Security, Power, HVAC, and provide Hands & Feet support when required or requested by leadership.

• Execute the proper documentation and security of customer equipment/packages shipped and received by the Data Centers as needed.

• Monitor Internal and Customer networks, Server, Storage, and Applications to ensure that service-impacting events are identified, isolated and communicated to all necessary groups as effectively and efficiently as possible.

• Successfully adhere to the Ticket Management and Data Center policies and procedures as needed.

• Must be able to quickly recognize and diagnose customer, carrier, and far-end issues and take correct steps in securing problem resolution.

• Assist with testing, certification and implementation, and support of new WOW! Business products as they are introduced.

• Document all technical issues/solutions in the company ticketing or billing systems.

• All other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• High school diploma or equivalent

Experience/Skills Needed:

• 2 years experience in the telecommunications field and/or previous experience providing technical support in a call center environment or equivalent

• Industry-recognized certifications such as CCENT, Network , SIP School, or equivalent telecommunications training to include IPv4/IPv6, VoIP, SIP is preferred, not required.

• Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs to include IP Network Sub-Networking.

• Fundamental understanding and capable of troubleshooting; WAN, LAN, VLAN, VPN.

• Knowledge of RF Signals and HFC networks is a plus.

• Familiar with various Networking Tools, and Monitoring Applications.

• Familiarity with local, long-distance, and toll-free telephony, with the ability to recognize and assist in resolving LNP porting, LIBD, PAC, telephony features, VoIP, and customer premise equipment.

• Must be detail-oriented and well organized.

• Strong analytical and troubleshooting skills.

• Excellent communication skills including active listening skills and the ability to communicate effectively over the telephone. This includes anticipating customer responses and motivating customers to execute correct troubleshooting steps.

• Ability to multi-task and function effectively and consistently in a fast-paced environment

• Ability to work scheduled shifts in a 24/7 environment and participate in On-Call rotations as designated by management to meet business needs

Computer Skills:

• Proficient with word processing and spreadsheet software, Internet software, and email.

• Ability to learn billing software systems and access online support/tools.

• Ability to learn and utilize CLI on various networking elements to investigate service impacting events.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to talk and hear

• Required to use hands to type, handle objects and paperwork

• Required to use close vision and be able to focus

• Required to sit, stand, bend at the knees and waist, and walk