Job description
Overview:
This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.
The pay range listed for this position represents the low and high end of the base compensation range. The actual offer amount will carefully consider multiple factors, such as relevant skills, qualifications, work experience, location and/or competencies that align with the specified role. Certain positions are eligible for additional forms of compensation such as bonuses and equity awards.
TDS provides communications services for more than 1,100 rural and suburban communities in the United States. The company employs more than 3,300 people nationwide and is a subsidiary of Telephone and Data Systems, Inc. (TDS Inc.), a Fortune 1000® company [NYSE: TDS]. Founded in 1969, Telephone and Data Systems provides wireless, broadband, video and voice; and hosted and managed services to approximately 6 million connections nationwide through its businesses: UScellular, TDS Telecom, and OneNeck IT Solutions. Telephone and Data Systems, Inc. has been named to several Forbes lists, including America's Best Employers for Diversity, Best Large Employers, and Best Employers for Women. Visit tdsinc.com for more information. Responsibilities:
At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law. To learn about our diversity & inclusion philosophy and culture, click here! Pay Range: $22.45 - $36.48
As the
Specialist-Advanced Technical Support, you will provide high level technical support to TDS' high profile commercial, high revenue generating customers (Top 400, Platinum, MIP, Metro E, and Mega Customers.) in a quality-oriented and professional manner. You will use its advanced access to the TDS network to troubleshoot issues, work with other teams from Network Operations, Information Technology and Network Services and work with TDS's vendors in the interest of restoring customers' services in a timely fashion
This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.
The pay range listed for this position represents the low and high end of the base compensation range. The actual offer amount will carefully consider multiple factors, such as relevant skills, qualifications, work experience, location and/or competencies that align with the specified role. Certain positions are eligible for additional forms of compensation such as bonuses and equity awards.
TDS provides communications services for more than 1,100 rural and suburban communities in the United States. The company employs more than 3,300 people nationwide and is a subsidiary of Telephone and Data Systems, Inc. (TDS Inc.), a Fortune 1000® company [NYSE: TDS]. Founded in 1969, Telephone and Data Systems provides wireless, broadband, video and voice; and hosted and managed services to approximately 6 million connections nationwide through its businesses: UScellular, TDS Telecom, and OneNeck IT Solutions. Telephone and Data Systems, Inc. has been named to several Forbes lists, including America's Best Employers for Diversity, Best Large Employers, and Best Employers for Women. Visit tdsinc.com for more information.
Troubleshoots, analyses, resolves, and escalates customer/network troubles. This specifically includes the following:
- Handle advisor support calls and chats – assist advisors on process and procedures for troubleshooting customer issues. Take over ownership of level 1 trouble tickets that cannot be resolved. Provides customers with ticket status updates, and completes customer callbacks when the trouble has been resolved.
- Answer level 1 support calls from Business customers (MIP, SDI, MPLS, SIP Trunking, etc.)
- Act as an escalation path from front line advisors. Assume the call from the advisor and follow the trouble through to resolution
- Act as an escalation path for the Sales team. Assume ownership of the escalation. Keep Sales and the customer updated through resolution of the trouble.
- Remotely tests lines, trunks, and other facilities.
- Makes device configuration changes for voice, data, and video troubles.
- Provide troubleshooting support and technical guidance for Field Services technicians.
- Provides ticket status updates (Commercial customers/Carriers), and completes customer callbacks when the trouble has been resolved.
- Troubleshooting assistance with Advanced Technical Support
- Familiarity with all switching platforms for advanced troubleshooting of LCR and Fraud issue.
- 2 years VoIP troubleshooting or TDM switching experience.
- Works with the HRA Training team and TCO Procedures team to document procedures and training on all new product/network element rollouts.
- Provides advanced support for the Senior Team with less focus on support for front line advisors.
- Advanced Voice/Data resolution capabilities
- Participate on network upgrades
- Team lead technical resource & leadership responsibilities within Team
- SME on most switching platforms (Nortel, EWSD, DCO, Lucent, Metaswitch, Broadsoft, etc)
- Work directly with Level III teams within TDS to resolve customer’s troubles in a timely fashion.
- Ownership of Contact Center Processes and Procedures.
- Ownership of all technical access and documentation of uses of the access.
- Assists and supports other TDS Customer Contact Centers, Marketing and Sales departments in duties such as resolving customer troubles, updating tickets, answering phone calls and responding to e-mails with updates within the established Service Level intervals.
- Proactively manage support relationship with premier customer accounts; reviewing account for any chronic or repeat issues and following up with the customer to ensure complete satisfaction with the restoration efforts.
- Assists and supports other TDS Customer Contact Centers, Marketing and Sales departments in duties such as resolving customer troubles, updating tickets, answering phone calls and responding to e-mails with updates within the established Service Level intervals.
Required Qualifications
- 3+ years' computer application experience with a strong proficiency in MS office applications.
- 2+ years' customer service experience.
- 2+ years' technical support or call center experience.
- Must follow the TDS attendance guidelines in order to meet TDS's business needs including but not limited to our obligations to our customers and to our customers' needs.
Other Qualifications
- 2+ years telecommunications OR 2+ years' customer service experience in a trouble resolution environment is preferred.
- One (or more) technical certifications on one of TDS' currently deployed network platforms.
- Thorough understanding of the Commercial order process.
- Willingness to work and make decisions in a rapidly changing and uncertain environment.
- Training in Data, Voice, or Video Network Technologies is a plus.
- Good technical and analytical skills are necessary.
- Ability to multitask in high tension situations.
- Strong verbal and written communications skills.
- Good client and vendor relations skills and interpersonal skills.
- A professional attitude and courteous manner towards clients, partners and staff.
- Able to adapt quickly to change and prioritize work activities in response to changes challenges or demands.
Benefits
Associates scheduled to work 20 or more hours per week have access to medical, dental, vision, life insurance, a 401(k) plan, and paid time off benefits such as vacation (15 days accrued per year for full-time; pro-rated for part-time associates working between 20-39 hours), sick leave (10 days accrued per year for full-time and pro-rated for all other associates), seven paid national holidays and one floating holiday, paid parental leave (2 weeks after 12 months of employment), among others. Short Term Disability and Long Term Disability coverage is also available for associates working 30 or more hours per week and Education Assistance is available to full-time associates. Associates scheduled to work under twenty hours per week or for a limited term (i.e. interns) are eligible for medical coverage, the 401(k) plan (if 18 or older), as well as sick leave (10 days accrued per year for full-time and pro-rated for all other associates). For more detail on the benefits we offer click here.
At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law. To learn about our diversity & inclusion philosophy and culture, click here!
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