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Technical Engineer Customer Support Rep2

Full Description

SUMMARY

XBLUE Networks, a business telephone system manufacturer located in Phoenix is seeking an individual who is network adept for the role of Technical Engineer/Customer Support Rep. This person should be people oriented to be involved in all aspects of customer support over the phone. Business Telephone Systems experience is a plus.

XBLUE is a business telephone system manufacturer/reseller located in Phoenix AZ. 

POSITION SUMMARY

The Technical Engineer/Customer Support Rep2 position is responsible for providing technical resolution to end-users (customers) by guiding customers through setup and trouble-shooting based on knowledge gained on the job and from knowledge gained previously through hands-on wiring and electronic experience. A proclivity of:

  • technical, 

  • electrical properties, 

  • business environment networking, 

  • cabling and 

  • troubleshooting skills 

  • are required

Upselling services offered by the company are also part of the customer service role. 

Must communicating services, solutions and options clearly in a user-friendly, professional manner. The candidate can be located anywhere in the continental USA (48 states).

Work ethic is REQUIRED… our team functions as a unit and transparency of your availability and current status is essential.

PRIMARY RESPONSIBILITIES

  • Meet company’s goal to provide unrivaled customer support;

  • Support end-users via phone;

  • Interact with customers to resolve issues and inquiries;

  • Diagnose and resolve technical hardware and software issues involving internet connectivity, telephone network problems, telephone wiring problems, Ethernet networking & connectivity;

  • Gather customer’s information;

  • Over-the-phone troubleshooting by evaluating and analyzing symptoms;

  • Identify and escalate priority issues;

  • Process and record calls in computer ticket system;

  • Follow up and make scheduled call backs to customers where necessary (10-20/day);

  • Stay current with system information, changes and updates;

  • Possess, acquire, and maintain the technical/professional expertise required to do the job effectively and convey effective customer solutions.

  • The duties of this position are subject to change at the discretion of the Company. Other duties may be assigned at any time and the employee may be assigned, temporarily or regularly, to another position at any time based on skills.

JOB REQUIREMENTS

  • Fluent written and verbal skills in English;

  • Ability to speak and write clearly and accurately;

  • 3-5 years of experience in customer service;

  • Working knowledge of networking design 

  • Experience – Layer 2/3, QoS, 802.1x, and WAN;

  • Thorough knowledge of networking topology;

  • Analog and Digital circuit/set troubleshooting;

  • Understanding/Experience of Cabling Infrastructure;

  • Proficiency in typing and grammar;

  • Proper, professional phone etiquette;

  • Excellent customer service abilities – including positive attitude;

  • Good analytical and technical skills;

  • Proficiency in use of Multi-meter and electrical test tools;

  • Experience with wiring/cabling of telephone/Ethernet;

  • Proficiency with use of PC and various PC Applications

  • High school diploma or equivalent

  • Working knowledge of Microsoft Windows 7, 8 10 operating systems

  • Working knowledge of Microsoft Office Suite – Excel and Word

  • Intermediate knowledge of end-points (SIP/Analog/Digital) 

  • Working knowledge of CODEC’s G711, G729 

  • Working knowledge with VoIP and SIP enabled technologies

ADDITIONAL DESIRED SKILLS (PLUSES)

  • Background in Telephony a plus

  • Programming in PBX features/functions a plus

  • TDM(DS1-DS3)/SIP PSTN infrastructure knowledge is a plus

WORK CONTEXT

  • This is a salaried, full-time non-exempt position. 

  • After hours work is sometimes required to return all customer callbacks received prior to the close of business (5PM Central Time)

  • Work Schedule is 8:30 AM to 5:30 PM CT

  • Hours (regardless of location) are 8:30AM-5:30PM M-F, Central Time.

  • 401K Retirement Saving Funds are eligible after 90-days

  • Infrequent travel may be required

  • Typical Physical Requirements

    • Sit for extended periods; frequently stand and walk; verbal communication; use of phone headset for extended periods; use of office equipment including computer, telephone, copier, fax, and calculator.

  • Use of test equipment, multimeter, telephone test set, other various industry tools

  • Background Check is Required

    • This position requires successful completion of an initial and periodic criminal history background check. 

XBLUE Networks is an Equal Employment Opportunity Employer.

This position reports to the Manager of Technical Services. 

 

Application

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