About this role
The Technical Support Engineer is responsible for effectively identifying and resolving networking remote connectivity problems for end users while providing excellent customer service.
Responsibilities
- Troubleshoot and resolve technical support issues via telephone for customers utilizing xDSL, Cable, Fiber, Wireless, EOC, and VPN technologies
- Coordinate with CLECs, ILECs, and ISPs to resolve issues
- Provide installation and desktop support (when required) to users
- Provision and configure router equipment (new installs, RMAs, etc.)
- Complete and update trouble tickets in an expedient manner
- Communicate with Broadband Provisioning and ESS Engineering to ensure proper SLEs are met
- Work all escalated technical issues through resolution, owning the process and communicating updates to affected customers when necessary
- Conduct and participate in customer meetings to discuss escalated and chronic support issues
- Assist with reporting and analyzing ticket trends to identify opportunities to improve Tolt Solutions Customer Care services
- Perform all technical support activities in a highly professional and service-oriented manner
- Participate in customer retention efforts by providing regular updates during customer status meetings
- Perform other duties as assigned
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