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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in diagnosing and troubleshooting telecommunications issues, particularly in VoIP and related technologies. Proficient in customer support and ticket management, with strong analytical skills and the ability to communicate effectively with diverse stakeholders.
Highest-signal resume keywords
VoIP TroubleshootingCustomer SupportTelecommunications KnowledgeAnalytical SkillsTicket Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
VoIPSIPTCP/IPDNSDHCPIPv4IPv6Telephony FeaturesNetwork SubnettingRF Signals
Soft Skills
Analytical SkillsCommunication SkillsActive ListeningMultitasking
Tools & Technologies
Word Processing SoftwareSpreadsheet SoftwareEmail SoftwareGoogle SuitesMicrosoft Office
Certifications & Qualifications
CCENTNetwork+SIP School
Industry Keywords
TelecommunicationsPOTSEMTAPRIT1HSDCATVHFC NetworksLANsCustomer Premise Equipment
Tech Stack
Tools & technologiesDNSTCP/IPVoIP
About the role
Key responsibilities & impact- Provide first-level customer support via inbound calls for WOW! Business Voice & Data products
- Diagnose, troubleshoot, and escalate problems involving POTS, EMTA, VoIP, Hosted VoIP, PRI, T1, SIP, HSD, Email, and CATV
- Interact with WOW! Business customers, vendors, technicians, and WOW! personnel to resolve customer-impacting issues
- Respond to trouble tickets, chat requests, and incoming calls through the workflow queue
- Gather and document information needed to analyze and troubleshoot service-impacting issues
- Follow ticket management policies and procedures
- Recognize and diagnose telephony features, VoIP services, and customer premise equipment
- Recognize and diagnose customer or carrier issues and take appropriate resolution steps
- Document technical issues and solutions in company ticketing or billing systems
- Perform other assigned duties
Requirements
What you’ll need- High school diploma or equivalent
- 1 year experience in the telecommunications field, previous experience providing technical support in a call center environment, or equivalent
- Flexibility in scheduling, including evening, overnight, and weekend hours
- Experience with word processing and spreadsheet software, Internet software, and email
- Ability to learn billing software systems and access online support/tools
- Ability to live and work full-time within an hour drive of Columbus, Ohio; Pinellas/Sanford, Florida; Huntsville/Montgomery, Alabama; Newnan/Columbus, Georgia; Livonia/Madison Heights, Michigan; or Charleston, South Carolina
- Industry-recognized certifications such as CCENT, Network+, or SIP School are a plus
- Knowledge of IPv4/IPv6, VoIP, SIP, TCP/IP, DNS, DHCP, networks, LANs, and IP network subnetting is a plus
- Knowledge of RF Signals and HFC networks is a plus
- Familiarity with networking tools and monitoring applications is a plus
- Understanding of local, long-distance, and toll-free telephony
- Strong analytical and troubleshooting skills
- Excellent communication and active listening skills
- Ability to multitask in a fast-paced environment
- Ability to use word processing, spreadsheet, internet, and email software; Google Suites, Microsoft Office, or MAC experience is a plus
- Physical ability to talk and hear, type and handle objects/paperwork, and use close vision and focus
Benefits
Comp & perks- Restricted stock grant
- Medical, dental, and vision insurance
- 401k with a company match
- Paid time off
- Paid holidays
- Tuition reimbursement
- Significant discounts on broadband packages for employees residing in service areas