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Technical Support Specialist

  • Cutting Edge Recruiting Solutions
  • 02/11/21
  • Boca Raton, FL
  • $55000 - $65000 / Yearly
  • Full-Time
Cutting Edge Recruiting Solutions (CERS) currently has a Technical Support job with one of our clients located in Boca Raton, FL. They are looking for someone who has at least 2 years in help desk support role, and has experience supporting Call Center/ VoIP based environments.

Job Responsibilities:

Deliver service and support to customers in a service desk environment.
Gather customers information and determine solutions by evaluating and analyzing customer's questions, concerns, and complaints.
Interact with customers via phone and email to communicate and process that information in response to inquiries, concerns, and requests about products and services.
Follow standard processes and procedures.
Identify and escalate opportunities to improve products and systems.
Offer alternative solutions where appropriate with the objective of retaining customer's business.
Follow up and make scheduled call backs to customers where necessary.
Stay current with system information, changes and updates.

Job Qualifications:

Technical knowledge of computers/routers/switches (see below for specific technical requirements);
Maintain effectiveness when experiencing changes in work environment; adjust effectively to working with new processes and requirements.
Focuses and guides self in accomplishing work objectives.
Make customers and their needs a primary focus of ones actions; creating positive customer experiences in every interaction.
Possess, acquire, and maintain the technical/professional expertise required to do the job effectively.
Customer centric focus based on resolving issues in a timely manner such that customers are happy with the experience
2-year degree from technology/trade school / college or proven equivalent work experience required
2+ years real help desk experience required
Hands on knowledge of Cisco routers and switches, Wi-Fi access points and clients, and VOIP SBC hardware (Edgewater products ideal but not required)
Networking tools experience including Wireshark, SNMP, BGP/IP trace tools, ftp, telnet, ssh
Wireless concepts including SNR, RSSI, other means of measuring signal, as well as understanding antenna types and their applications.
At least one year working in a VoIP environment, and one year in a Wi-Fi support role preferred
Hands on experience with Extreme XIQ portal / Aerohive access points is a significant plus..
VoIP Class 5 Feature Server (Metaswitch, Broadsoft, Sylantro, Asterik, etc.) subscriber provisioning experience
Unix or Linux command line experience

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