Customer Service Technician - USA (Austin, Texas)
We are increasing our customer service team in the United States. Our US office is located in Chicago, Illinois, however, other areas in the USA may also be considered.
The ideal candidate should have 3+ years of experience in customer service and support performing installation and training for telecommunications systems in an Emergency Services Environment. In addition, the candidate should have experience in the following:
- Performing technician On-Call (24 hours) duties for specified periods of time
- Providing Tier 1 on-site support to customer
- Liaising with customers to resolve problems
- On-site technical trouble-shooting and customer assistance/problem resolution
- Opening trouble tickets, documenting action steps and the resolution of the problem including follow-up
- Generating reports and returns, update system documentation for customer installations
- Performing system site surveys, installations, system provisioning, and commissioning at Customer site or in the office
- Training customers
- Assessing existing systems and providing recommendations for improvement
- Serving as liaison between customers and Solacom’s Research and Development technical staff by communicating problems and trends in order to assist in correcting errors
- Assisting in the development of technical projects.
Position Requirements:
- Electronic Technician or Technologist Diploma/Telecommunication Technician or equivalent experience
- Cisco CCNA or equivalent knowledge
- Excellent knowledge of VoIP and IP Networking and Telephony
- Knowledge of all equipment in common use in Central Office and remote sites, including installation, test and commissioning
- An understanding of industry standard installation practices and policies for equipment, power and grounding
- Good problem solving skills
- Good computer skills (Windows and Linux)
- Self motivated and good judgment
- Travel within Canada, USA and other international countries (valid Passport required)
- Good interpersonal skills when working with customers
- High level of professionalism and integrity
- Must undergo a criminal background check
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