Customer Service Network Operations Center Technician

The Customer Service Network Operations Center (NOC) Technician plays a crucial role in managing customer interactions and troubleshooting basic technical issues while maintaining a high level of professionalism and customer satisfaction over the phone.

Essential Duties & Responsibilities

• Efficiently manage a high volume of calls, ensuring timely and effective communication with customers.
• Provide first-line support for network-related customer inquiries and issues via phone, email, or chat.
• Follow communication scripts and procedures when addressing various topics, ensuring clarity and consistency.
• Respond accurately and efficiently to customer inquiries, offering potential solutions and ensuring customers feel valued and supported.
• Engage in active listening to understand customer needs, confirm, or clarify information, and de-escalate situations with dissatisfied customers.
• Strive to meet or exceed network operating center performance metrics while consistently delivering excellent customer service.
• Establish and maintain strong, lasting relationships with customers by going the extra mile to address their needs, complaints, and issues regarding products or services, ensuring their satisfaction through trust and reliability.
• Proactively engage with clients through inbound and outbound calls to thoroughly understand and address their needs, complaints, and issues with products or services.
• Participate in training and other learning opportunities to enhance knowledge of company processes, network protocols, and industry best practices.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• 1+ years of experience in a network operations center or customer/technical support role desired.
• Exceptional verbal and written communication skills, with a friendly and professional telephone manner.
• Must be able to articulate words clearly and effectively, ensuring seamless communication and understanding with customers.
• Proficient in typing and word processing, ensuring accurate and efficient data entry.
• Proficient in Microsoft Office applications such as: Outlook, Teams, Word, Excel, etc.
• Ability to actively listen, accurately document information, and manage call details.
• Strong attention to detail and problem-solving abilities.
• Excellent customer service skills.

Physical Demands

• Sitting, standing, and walking.
• Keyboarding/typing.
• Long hours involving overtime and weekends as necessary.
• Ability to read effectively from a computer screen, sampling device and/or a paper copy.

Working Conditions

• Ability to work multiple tasks in a stressful environment while maintaining a positive and pleasant manner with others.
• Ability to handle a large volume of work and perform multiple tasks in a fast-paced office environment.
• This position may require working in shifts, including nights, weekends, and holidays, to support 24/7 network operations.
• Ability to work in a team-oriented environment and collaborate with various departments.
• This position is based on-site at our Network Operations Center in Mobile, AL.

Uniti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.