Job Description
Job Description
T-Metrics, LLC (www.tmetrics.com) is a software and hardware developer in the telecommunications industry. We provide Voice over IP and Digital Telephony solutions that utilize computer and network resources to enhance business communications. Our corporate, government, and non-profit customers are located across the United States and in more than twenty countries around the globe.
We are growing and looking for new employees like you!
SUMMARY
The Technical Analyst I is a hybrid of providing excellent customer services to customers and analyzing debug logs to solve problems. You will learn about our product base through training and customer support. Your growing knowledge base will give you the ability to provide input when expanding our existing and new products. Candidates are required to work directly with customers using various methods of communication and an aptitude for learning and understanding new technologies.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Communication with customer support contacts.
- Phone calls
- Emails
- Conference calls
- Etc.
- Review debug logs.
- Root cause analysis as needed.
- Call tree design and implementation.
- Database setup and settings
- Call flow and media routing
- Other duties as assigned based on your skillset or company needs.
QUALIFICATIONS/EXPERIENCE
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
- Bachelor's or Associate's Degree
- CS / CIS / MIS / IT Degree (Some IT experience is a plus)
or Non-Technical Liberal Arts Degree preferred
- Bachelor's Degree (Some IT experience is a plus)
or Work Experience
- Post High School Work Experience or 3+ Years of Military
- Experience is in IT and/or Customer Service
Additional great skills/experience to have:
- Basic understanding or experience with SQL is a plus
- Experience working in a NOC environment and troubleshooting escalated customer issues a plus.
- Experience with telephony and/or SIP or VoIP.
- Strong verbal communication and written skills to provide customer support.
- Willingness to learn new concepts and assist customers while mastering those concepts.
- Strong organization and project management skills.
- Ability to effectively present information to all levels within the organization.
- Time management skills for a self-managed workload.
NUSO is an Equal Opportunity Employer committed to a diverse workforce. Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity, or any other characteristic protected by law.
Job Posted by ApplicantPro