VoIP Customer Support Technician

New Global Telecom in Golden, Colorado is the largest provider of wholesale hosted and trunk-based VoIP solutions in the U.S.  NGT is experiencing good growth in the industry and is needing resources to handle this exciting growth.  

Please visit our website at http://www.ngt.com/ to view more about this great company.

 

NGT is currently looking for a VoIP Customer Support Technician.  As a member of the VoIP Customer Support group, the Customer Support Technician will be the first point of contact for all new issues reported by 6DegreesIP customers.  They are also responsible for resolving issues at the Tier I and Tier II level, as well as escalating issues to other internal groups for resolution.  They will provide the highest quality customer service to 6DegreesIP customers.  The Customer Support Technician also acts as the primary interface for 6DegreesIP service vendors and provides surveillance services for NGT’s IP networks.  These shifts will include evenings, nights, and weekends.

 

Minimum Knowledge and Skills (Including required minimum education and experience):

 

· Ability to effectively communicate with and handle customer issues and provide an excellent customer experience

· Ability to work any shift as needed (24x7 operation) including weekends and holidays

· Strong experience in troubleshooting/fault isolation, teamwork, and multitasking

· Intermediate experience and understanding of the operation and maintenance of VoIP and IP Networks, and Session Initiation Protocol

· Working knowledge of MS Office Suite (Outlook, Excel, Word, PowerPoint, Visio)

· Basic to intermediate knowledge of UNIX and Cisco networking

· Effective written and verbal interpersonal communication skills

· Ability to work efficiently, both independently as well as on teams

· Ability to thrive in a dynamic environment

· Highly effective organizational and multitasking skills

· Demonstrate willingness to learn, teach, and share knowledge. 

 

Desirable Knowledge and Skills (Including preferred education and experience):

 

· 2+ years experience in telecommunications, preferably in a NOC/CSC environment

· 1+ years experience working with VOIP and IP Networks

· Experience with and understanding of transport facilities (DS1, DS3, OC)

· Basic level of proficiency using network monitoring software and test equipment

 

 

 

 

 

New Global Telecom, Inc. is an Equal Opportunity Employer