• Job Description

  Req#: 2417
  Segra is searching for a dynamic and experienced Customer Care Support Technician in Charlotte, NC or Columbia, SC.
  Role Overview:
  Deliver the highest level of customer satisfaction for all incoming support/repair call center traffic with the understanding of being able to handle 70% of issues/requests being reported/submitted without additional support. Manage the resolution of all voice trouble reports not derived from core, data/internet issues in a 7x24x365 operational environment. Build and preserve supportive working relationships with customers with a customer-first attitude. Execute customer voice network troubleshooting, repair, and move/add/change support. Identify, investigate, and resolve chronic voice issues within the customer’s network. Provide constructive feedback regarding process improvements to increase internal efficiencies and improve customer experience. Increase customer satisfaction by decreasing procedural errors while providing educated and knowledgeable service assurance methods to solve the customer’s problem versus correcting a symptom. Maintain the reduction in operations intervals by provisioning voice related services and IP telephony equipment. Other duties as assigned.
  Qualifications
  • Education: Associates Degree in Technical Discipline preferred or Equivalent/Related Work Experience
  • Experience: 1 Year of Information Technology, Technical Support, Troubleshooting Experience and customer service experience required
  • Key Competencies:
    • Strong communication and listening skills are a must.
    • Proficient Computer Skills required
    • Excellent written and verbal communication skills
    • Empathetic listener and persuasive speaker
    • The ability to work across teams for resolution
    • Must possess the ability to think strategically/analytically to propose optimal solutions rather than addressing the symptoms from a service delivery/voice network support perspective.
    • Must be adaptable while performing well under pressure.
    • Ability to take independent action based on technical skills and sound judgment while prioritizing based on need.
    • Must demonstrate the ability to assume new levels of responsibility and deal effectively with other people.
    • Understanding of Layer 1 (Physical Layer) such as copper loop, T1, DS3, and fiber services is a must.
    • Understanding IP Telephony protocols is a must. Understanding of Layer 2 and Layer 3 Ethernet services is preferred but not required.
    • Understanding SIP, ISUP/SS7 signaling and TDM technology is preferred.
    • Understanding of managed services is preferred but not required.
    • Understanding network protocols, troubleshooting methodologies and equipment testing/provisioning and/or relatable work experience within the communications industry is a must.
  About Segra:
  Segra is one of the largest independent fiber network companies in the nation, able to offer state-of-the-art communication solutions backed by always-on customer service. We are known for our future-forward infrastructure and state-of-the-art voice and data technology solutions for businesses and the public sector, as well as wholesale transport services to some of the world’s largest carriers. Our network features the latest advances in IP, ethernet, and dark fiber architectures, as well as high performance data centers. Furthermore, our network powers technology solutions such as hosted voice, security, and cloud.
  Segra has engineered our entire company operations to put our customers at the very center of everything we do. We invest in the communities we serve by hiring locally and continually upgrading our network infrastructure. Segra has over 1200 employees, 500k+ on-net and near-net buildings, and 44k+ fiber-route miles. We exist purely to help businesses within our footprint be successful.
  Benefits Overview:
  Segra offers a very robust benefits package to our full-time employees, some of which include:
  • Medical, dental, vision insurance
  • Life insurance
  • 401(k) match
  • Flexible Spending/Health Savings Accounts
  • Tuition and gym reimbursements
  • Vacation/PTO, paid holidays, floating holidays
  • Volunteer days, parental leave
  • Legal, accidental, hospital indemnity, identify theft, pet insurance
  Our Commitment to Equality:
  Segra is an equal opportunity employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

• About the company

  The fastest fiber broadband internet service for Waynesboro, Alleghany Highlands and Botetourt County, VA. Plus other services to connect you to your world.

Notice