Level 2 Customer Service Representative

Primary Responsibilities:

• Troubleshoot and resolve escalated support calls from Level 1 Customer Service Support Representatives
• Attempt to resolve client hardware and software issues
• If part of the installation team:
• Assist with equipment installation and software configuration during installation

Secondary Responsibilities
• equipment maintenance
• service maintenance
• assigned projects and tasks

Business Hour Classification
• Standard Business Hours –> 8am to 8pm eastern
• On-Call Business Hours –> shifts between 8pm to 8am eastern

Work Schedule
• On-Call shifts require only to available for escalation calls from Level 1 support resulting in severe equipment failure or service failure.
• Every Customer Service Representative will share/rotate On-call shifts with other Customer Service Representatives

Required Skills and Experience
• Fluent English speaking and writing
• Must be able to pickup new technologies quickly
• Must be able to work remotely
• Must be professional and courteous with peers and clients
• At least 1 yr experience in technical customer service
• Linux command line
• Basic understanding Linux management of services and files
• Basic understanding of networking
• Basic understanding of IP Addressing, routing and switching equipment
• Understanding of ssh, scp, ftp, sftp
• Understanding of DHCP

Beneficial Skills but Not Required
• Basic understanding of iptables, shorewall or equivalent security technologies
• Basic understanding VoIP and SIP
• Freeswitch, Asterisk or equivalent SIP server technologies
• MySQL or equivalent SQL database technologies
• PHP, or Python or similar programming language
• Understanding of XML and JSON
• Analog to IP gateways
• Polycom phones or equivalent SIP devices
• Configuration and provisioning

If you are interested, please email your resume to ts-jobs@thinksimplicity.com