NETWORK SUPPORT SPECIALIST I

High Point, NC, USA Req #1078
Thursday, April 29, 2021

Lumos Networks provides high-speed fiber internet, wall-to-wall Wi-Fi, voice, and streaming TV services to residential and small business customers in Virginia and North Carolina.

 

We are searching for a Network Support Specialist to join our team.  In this position the Network Support Specialist serves customers by providing advanced troubleshooting; answering inquiries; resolving problems; fulfilling requests and maintaining database to current, past and potential user base.  Quality and efficient handling of multiple types of customer interactions are expected, including telephone, chat, and email.
 

Responsibilities:

  • Troubleshoots and resolves product issues addressing hardware, software, video, broadband and telephone related issues on Residential, SOHO, and Small Business Accounts.
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved issues.
  • Gathers data and monitors customer impact as needed for outages and maintenance on network to keep management apprised.
  • Learns quickly, retains and recalls product information while handling multiple priorities in a fast paced environment
  • Works scheduled shifts that includes nights, weekends, and holidays as business needs dictate.
  • Maintains accurate and timely sales database documentation throughout all phases of the service and sales process

 

Qualifications and Technical skills:

  • Education:  High School Diploma or equivalent combination of education and experience
  • 1+ years knowledge and/or supporting TCP/IP, Sub netting, DNS and  DHCP structure
  • General understanding of radius, routing, and switching
  • Knowledge of email protocols (IMAP, POP,SMTP, PGP)
  • IPTV knowledge and experience
  • Experience with Chat, emails and telephone customer service
  • Previous Experience in Customer Service preferred
  • Computer Skills - Contact Management Systems, Spreadsheet Software, and Word Processing (Microsoft Office) Software, Data Entry, Payroll systems, and Order Processing Systems.

 

 

Benefits: Includes Medical, Dental, and Vision insurance, 401K, Tuition Reimbursement, Gym Reimbursement, Paid vacation/holiday leave and more…  Please visit our company website at Segra.com.

 

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Other details

  • Job Family 14
  • Pay Type Hourly
  • Required Education High School
  • High Point, NC, USA