<p>ABOUT MOMENTUM:</p> <p>Momentum is a leading global provider of managed cloud communications services to medium and large enterprise customers. Our offerings include cloud voice, unified communications, and collaboration, and managed data connectivity including SD-WAN. Momentum is at the forefront of innovation in the voice and unified collaborations space. We are committed to developing cutting-edge solutions that enhance communication and productivity for businesses worldwide.</p> <p>JOB SUMMARY</p> <p>The Premier Data Support Team is a high-touch Support Group for our Top 10 Data Customers. This position requires individuals hyper-focused on customer service and telephone-based troubleshooting and updates (in addition to written documentation and communication).</p> <p>The Premier Data Support Representative - Tier 2 role will focus on troubleshooting the more complex issues escalated by the Premier Data Support Tier 1 Team.</p> <p>GENERAL DUTIES AND RESPONSIBILITIES:</p> <ul> <li>Interact with the Tier 1, PDS Leadership team, Account Managers, Network Escalations Team, TAMs, and Access Engineering Teams to resolve complex technical customer issues. </li><li>Play a part in training and mentoring junior team members by sharing technical expertise and best communication practices on a case-by-case basis. </li><li>Participate in developing documentation, knowledge base, and technical articles on DSS troubleshooting processes and supported Momentum products. </li><li>Maintain deep knowledge of supported products, Data Services/Network Access operations to support customer requests in the best possible way. </li><li>Stay up-to-date on the latest changes, trends, and technological advancements in the industry (Cloud, Storage, SDWAN etc.) </li><li>This position requires individuals hyper-focused on customer service and telephone-based troubleshooting and updates (in addition to written documentation and communication). </li><li>Achieve standards for consistent performance (scorecards/QA). </li><li>Other duties and responsibilities as assigned. </li></ul> <p>KNOWLEDGE, SKILL SET & QUALIFICATIONS:</p> <ul> <li>Networking - Wireshark, tcpdump, iperf, experience deploying and troubleshooting network services like DHCP, DNS, VPN, L2TP/IPSEC, Natting, IPV4/IPV6, MPLS, BGP </li><li>CCNA/JNCIA certifications or equivalent job-related experience required. </li><li>Excellent communication skills and customer service focus. </li><li>Passion for troubleshooting and ability to come up with efficient solutions for unordinary issues. </li><li>The ability to prioritize and switch between a variety of time-sensitive issues. </li><li>2+ years of experience in network configurations for internet-based enterprise systems </li><li>Advanced troubleshooting skills based on deep knowledge of services running on network infrastructure, and working with engineers, vendors and carriers to resolve issues </li><li>Strong knowledge of network monitoring tools. </li><li>Strong collaborator and team player with ability to act as a communications focal point for issues </li><li>Experience in analyzing, and implementing improvements to increase process efficiency </li><li>WAN/LAN knowledge </li><li>Knowledge of on-net network equipment build, installation, and configurations </li><li>Assist with maintenance of WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations. </li><li>Mentor and assist with development of team members so that they are confident working with customers and carriers. </li><li>Participate in a 24x7 call-out rotation if required </li><li>Advanced analytical, problem solving, and investigative skills, focused on quality and customer service </li><li>Attention to detail and solid time management skills </li><li>Ability to multitask and successfully operate in a fast paced, team environment </li><li>Ability to adapt well to change and successfully set and adjust priorities as needed </li><li>Proficiency with Microsoft Office (intermediate Word, basic Excel) </li><li>Advanced to native English language skills (speaking and writing) required </li><li>Advanced knowledge of Salesforce and Momentum Accounts and circuit/network assets </li><li>Demonstrate exceptional customer service behaviors to customers and Support members such as: being friendly and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information. </li></ul> <p>JOB CONDITIONS:</p> <p>The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is:</p> <ul> <li>Some shift work is required for evenings and weekends. </li><li>Some overtime is required </li><li>Regular, consistent, and punctual attendance is an essential requirement of this role. </li><li>Required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear. </li><li>Occasionally lift and/or move up to 10 pounds. </li><li>Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. </li><li>Must be able to speak clearly. </li></ul>