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Support Technician

Company: NWN Carousel
Location: Exeter
Posted on: November 20, 2022

Job Description:

Company Overview:
NWN Carousel is an established leader in technology-enabled services, transforming the customer experience for commercial, enterprise, and public sector organizations through its solution-as-a-service platform. With over 1,300 customers throughout the U.S., NWN Carousel provides a unified customer experience with integrated offerings for unified communications, security, contact center, DaaS (device-as-a-service), connectivity, and advanced technology solutions.

Responsibilities:
--- Answer support calls from clients and internal resources.--- Log in/out of phone system at beginning/end of shift and maintain "Ready" status in the phone queue.--- Create, escalate, and resolve cases within dictated Service Level Agreements.--- Assess, triage, and prioritize client cases and requests.--- Assign cases to engineering towers that are not resolved within Service Desk.--- Communicate and share detailed case resolution updates to customers.--- Adhere to knowledge base documentation and processes.--- Manage vendor and circuit-related issues to resolution on behalf of our clients.--- Identify problems related to chronic cases and works to resolve the root cause with engineer teams.--- Work with clients and vendors to process RMA requests.--- Diagnose technical issues for end user devices and/or software using authorized tools and processes.

Qualifications:
--- Able to work independently and successfully in hybrid team environment.--- Able to manage multiple concurrent tasks with minimal supervision.--- Able to work 2-3 holidays per year and provide occasional night and weekend coverage.--- Strong oral and written communication skills.--- Strong interpersonal skills.--- Strong analytical skills. --- Understanding of common IT concepts and terminology.--- Understanding of basic operating systems and desktop experience. --- Able to present point of view to gain buy-in from team and/or management. --- Offers ideas and suggestions to support attainment of goals. --- Adheres to, maintains, and improves operating policies, procedures, and knowledge base documentation. --- 1-3 years of customer support experience.NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

Keywords: NWN Carousel, Warwick , Support Technician, Professions , Exeter, Rhode Island

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