Customer Solutions Center Technician I / Call Center Representative

Immediate need for a talented Customer Solutions Center Technician I / Call Center Representative. This is a 06+ Months Contract opportunity with long-term potential and is located in Charlotte, NC(Hybrid). Please review the job description below and contact me ASAP if you are interested.

Job ID:24-30472

Pay Range: $18.68 - $20.74/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:
 

• Execute customer voice network troubleshooting, repair, and move/add/change support
• Identify, investigate, and resolve chronic voice issues within the customer’s network.
• Provide constructive feedback regarding process improvements to increase internal efficiencies and improve customer experience.
• 30%: Troubleshooting, service restoral of client-supported equipment and services.
• Handle all voice-related troubles not derived from core or data/internet issues through first-call resolution.
• Provide Tier I support for data/internet/firewall-related equipment and products.
• 30%: MACD Service Delivery Support – Complete customer-requested moves, adds, changes, and disconnects of communications-related services (voice, data, internet) including ticket creation, switch/equipment provisioning/shipment, and billing updates.
• Process all internal MACD requests under $250 including those directly from the customer (via phone and/or email).
• 30%: Manage inbound and outbound calls following departmental policies and procedures. Effectively communicate with customers to understand customer needs.
• Create and manage trouble tickets per departmental policies and procedures.
• 10%: Manage and perform special projects as assigned.
     

Key Requirements and Technology Experience: 

• Education: Associate degree in Technical Discipline or Equivalent/Related work experience
• Experience: 1 year of Information Technology, Technical Support, Troubleshooting
• Strong communication and listening skills are a must.
• Must possess the ability to think strategically/analytically to propose optimal solutions rather than addressing the symptoms from a service delivery/voice network support perspective.
• Must be adaptable while performing well under pressure.
• Ability to take independent action based on technical skills and sound judgment while prioritizing based on need.
• Must demonstrate the ability to assume new levels of responsibility and deal effectively with other people.
• Understanding of Layer 1 (Physical Layer) such as copper loop, T1, DS3, and fiber services a MUST.
• Understanding of IP Telephony protocols is a MUST.
• Understanding of Layer 2 and Layer 3 Ethernet services is preferred but not required.
• Understanding SIP, ISUP/SS7 signaling, TDM technology preferred.
• Understanding of managed services is preferred but not required.
• Understanding of network protocols, troubleshooting methodologies equipment testing/provisioning, and/or relatable work experience within the communications industry is a must.
• Top 5 Must-Haves: Great attitude, Great customer service skills, Attention to detail, Ability to learn tech, Ability to be coached.
• Ideally 1 year of experience.

Our client is a leading Infrastructure Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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