Response Technician

This resource is responsible for providing incident facilitation in a call center environment. In addition to working on the telephone with clients and internal employees, this resource will help escalate complex issues that cannot be solved within the Tier 1 team and triaged them to Tier 2 and Tier 3 Engineers. An important aspect of this role is having the ability to follow processes very closely and provide detailed documentation.
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Certifications from companies such as Cisco, Adtran and Juniper are desired
At least two years providing Technical Support in a Call Center environment
Strong experience facilitating critical incidents
Occasional training of new Technicians
Excellent customer service skills and strong attention to detail
Ability to answer customer calls and work issues via trouble tickets proficiently and independently
Ability to recognize when to triage issues and Incidents to a higher tier of Technical Support
Ability to collaborate with employees and third-party partners in a way that results in a positive repair experience for client base