Technical Agent

The purpose of this position is to provide the second line of technical support for the VoIP residential service product line. The primary responsibility of a VoIP Tier 2 Technical Agent is to be the technical assistance for the Tier 1 agents, and ultimately the customer. The Tier 2 Agent must be able to quickly get to the root of customer or product problems by understanding all the presented data and develop a course for resolution. Major Tasks: •· Receive, process and resolve trouble tickets escalated by Tier 1. Identify and confirm the customer\'s issues (such as call quality, registration issues, networking problems) or product issues (hardware, software, functionality, defects). •· Prioritize criticality of case and resolve in quickest manner possible. •· Establish effective communications channel to work problems with end-user customers and provide problem resolution in simple, non-technical terminology. •· Provide Subject Matter Expertise and mentoring to Tier 1 agents. •· Download and interpret log files; research and determine the level of code and which files are affected. •· Interface with Tier 3 support group and Design Engineers as necessary to resolve customer and product problems. •· Utilize provided case management system to track and enter updates on trouble tickets. •· Keep current on new developments, methodologies, and techniques in VoIP and networking technology associated with your position. •· Identify process improvement areas and training needs. All other duties as required.