Technical Support Specialist- Commercial

The Technical Support Specialist- Commercial provides industry-leading first-level customer support through a thorough understanding of the WOW! Business Voice & Data Products suite for our SMB and Enterprise customers in a 24/7 support organization.  

Let us tell you about the perks!

• Be part of a company whose core values include respect, integrity, spirit of service, and accountability!

• Salary: This position pays $17.75/hr + depending on experience.

• We are currently offering a restricted stock grant!

• Medical, dental, and vision insurance, and 401k with a company match

• Paid time off, paid holidays, and tuition reimbursement.

• Significant discounts on broadband packages for employees residing in our service areas.

What you'll be doing:

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

• Provide first-level support via inbound calls for WOW! Business Voice & Data products (POTS, EMTA, VoIP, Hosted VoIP, PRI, T1, SIP, HSD, Email, and CATV) including diagnosis, troubleshooting, and problem escalation. 

• Successfully interact among WOW! Business customers, vendors, technicians, and WOW! personnel to resolve customer-impacting issues and events. 

• Respond in a timely manner to trouble tickets, chat requests, 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. 

• Adhere to the Ticket Management policies and procedures as needed. 

• Must be able to quickly recognize and diagnose telephony features, VoIP services, and customer premise equipment. 

• Must be able to quickly recognize and diagnose customer or carrier issues and take correct steps toward problem resolution. 

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

• All other duties as assigned. 

What YOU need is:  

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: 

• 1 year experience in the telecommunications field 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, and SIP are plus. 

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

• Previous knowledge of RF Signals and HFC networks is a plus. 

• Familiar with various Networking Tools and Monitoring Applications a plus 

• Have an understanding of local, long-distance, and toll-free telephony 

• Must be detail-oriented and well organized. 

• Strong analytical and troubleshooting skills. 

• Excellent communication skills including active listening skills, the ability to communicate effectively over the telephone, and ability to communicate technical information to a non-technical audience 

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

• Flexibility in scheduling which may require evening, overnight, and weekend hours. 

Computer Skills: 

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

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

• Experience in Google Suites, Microsoft Office, or MAC is a plus. 

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 

Wondering if you should apply? 
Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WOW! we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but don’t check every box in the qualifications section, we encourage you to apply anyway. You may be just the right candidate for this or other roles.