Duties and responsibilities include:

Assist member companies and clients with resolving fiber optic circuit, telephone and IP networking equipment problems through monitoring and clearing of alarms from fault management systems while documenting work in trouble ticket applications
Responsible for maintaining a high level of professionalism with clients and work to establish a positive service experience with every caller
Provide proactive client service and problem resolution to ITCs, LECs, and Enterprise level business clients including both Retail and Wholesale clients
Analyze, triage and troubleshoot alarms received internal monitoring systems
Take ownership of assigned tickets, communicate and follow-up with clients within acceptable time frames during the life of each ticket
Escalate trouble tickets to internal departments and external companies to correct service interruptions and ensure escalations are handled in a professional, consistent and relentless manner
Interface with Aureon departments to assist in the turn up of new services and resolve service problems
Perform daily scheduled maintenance procedures on various pieces of equipment
Other duties as assigned.

EDUCATION, TRAINING, AND EXPERIENCE:

REQUIRED

PREFFERED

Two or four-year college degree in the communications field, or equivalent experience
Knowledge or previous experience with internet, voice delivery, and alarm monitoring software
Basic knowledge of networking including networking equipment and technologies
Knowledge of VOIP or other advanced telecommunications application

REQUIRED SKILLS:

Highly organized and able to perform a variety of tasks, often changing assignments on short notice
Excellent interpersonal skills to establish and maintain effective relationships with clients, colleagues, and business contacts.
Excellent written and oral communication skills. Must be able to efficiently utilize all available resources to provide effective solutions and explore all possibilities to facilitate the best decision
Must be able to work independently with little or no direct supervision and contribute to a team environment.
Ability to make sound decisions using the information at hand
Strong trouble resolution and problem solving skills
Flexible in meeting departmental schedules

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

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