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Technical Support Specialist: Black Box Network Services

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Job IDbbox00003447
Company NameBlack Box Network Services
Job CategoryTechnology; Telecommunications
LocationMinnetonka, MN
Position TypeFull-Time, Employee
Experience5-10 Years Experience
Desired Education LevelOther
Date PostedApril 23, 2008 (Reposted Jul 3)
Black Box Network Services
View Black Box Network Services profile and job listings
Technical Support Specialist

Black Box is the world's largest technical services company dedicated to designing, building and maintaining today's complicated data and voice infrastructure systems. Black Box provides one-stop shopping for more than 118,000 products, complete planning, design and installation of voice and data networks and 24/7 hotline services with the fastest response times in the industry.

Black Box clients include national retail stores, financial institutions, health care providers, technology companies, global transportation companies, hotels, energy systems providers and educational institutions in 141 countries.

If you are looking for a challenging career opportunity and a stimulating work environment, you will enjoy working at Black Box Network Services.

We offer opportunities throughout the U.S. for innovative, flexible, team-oriented professionals. Along with competitive salaries, Black Box Network Services provides a great benefits package, including extras such as 401(k), adoption assistance and comprehensive insurance coverage.

Black Box Network Services is an Equal Opportunity Employer.

Purpose of Job:
Process customer requests both from direct and indirect sources. Perform first level troubleshooting and remote diagnosis of issues. Maintain adherence to customer service goals and call center procedures.


Primary Job Duties/Responsibilities:
First point of contact for customers on technical issues. Gather facts from customers and perform routine service & move and change orders

Remotely assess and troubleshoot customer IPT equipment to correctly diagnose customer issues

Troubleshoot to resolution or follow proper escalation issue to another team

Provide accurate, timely and concise documentation and training to multiple teams and functions

Ability to multi-task and make decisions


Required Skills:
Advanced computer skills
Excellent customer service skills
Excellent verbal & written communication skills
Conflict resolution & negotiation skills
Moderately complex to complex problem solving
Technical experience on Cisco Call Manager, Cicso Unity, Cisco Call Manager Express, and Cisco Unity Express
Advanced decision making ability
Ability to work independently
Ability to multi-task

Required Education/Experience:
High School graduate with 3 - 5 years customer service experience
1+ years experience in product or service support
Experience with telephony or data networks
Industry knowledge in voice/data/convergence communications protocols

Preferred Education/Experience:
Previous work with Cisco IPT equipment; spicifically Call Manager, Call Manager Express, Unity, and Unity Express

RESPOND HERE!

Respond immediately by accessing the following dedicated online response form which will allow you to cut and paste your resume. This form will go directly and immediately to the hiring authority for this position. Access the online response form at http://sh.webhire.com/servlet/resp/rf?jobid=2211092&boardid=847

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