Customer Care Support Technician

Segra is searching for a qualified and experienced Customer Care Support Technician to join us in a full-time capacity in either our Columbia, SC office or our Kansas City, MO office.

Location Requirement:The work arrangement for this role is a hybrid position, requiring a minimum of three (3) days in the office, with flexibility to work remotely two (2) days each week.

Role Overview:Deliver the highest level of customer satisfaction for all incoming support/repair call center traffic with the understanding of being able to handle 70% of issues/requests being reported/submitted without additional support. Manage the resolution of all voice trouble reports not derived from core, data/internet issues in a 7x24x365 operational environment. Build and preserve supportive working relationships with customers with a customer-first attitude. Execute customer voice network troubleshooting, repair, and move/add/change support. Identify, investigate, and resolve chronic voice issues within the customer's network. Provide constructive feedback regarding process improvements to increase internal efficiencies and improve customer experience. Increase customer satisfaction by decreasing procedural errors while providing educated and knowledgeable service assurance methods to solve the customer's problem versus correcting a symptom. Maintain the reduction in operations intervals by provisioning voice related services and IP telephony equipment. Other duties as assigned.

Qualifications

Education: Associates Degree in Technical Discipline preferred or Equivalent/Related Work ExperienceExperience: 1 Year of Information Technology, Technical Support, Troubleshooting Experience and customer service experience requiredKey Competencies:

Strong communication and listening skills are a must.Proficient Computer Skills requiredExcellent written and verbal communication skillsEmpathetic listener and persuasive speakerThe ability to work across teams for resolutionMust possess the ability to think strategically/analytically to propose optimal solutions rather than addressing the symptoms from a service delivery/voice network support perspective.Must be adaptable while performing well under pressure.Ability to take independent action based on technical skills and sound judgment while prioritizing based on need.Must demonstrate the ability to assume new levels of responsibility and deal effectively with other people.Understanding of Layer 1 (Physical Layer) such as copper loop, T1, DS3, and fiber services is a must.Understanding IP Telephony protocols is a must. Understanding of Layer 2 and Layer 3 Ethernet services is preferred but not required.Understanding SIP, ISUP/SS7 signaling and TDM technology is preferred.Understanding of managed services is preferred but not required.Understanding network protocols, troubleshooting methodologies and equipment testing/provisioning and/or relatable work experience within the communications industry is a must.

About Segra:Segra owns and operates a wide and dense fiber-optic infrastructure footprint that provides state-of-the-art connectivity, cybersecurity, voice, cloud and colocation solutions, all backed by industry-leading service and reliability. Serving over 30,000 connected customer locations, Segra has been providing customer-focused solutions for over 125 years.

At Segra, we imagine, we engineer and we build a world of opportunities for our customers through fiber-enabled technologies, driven by our customer-first mentality. We invest in the communities we serve by hiring locally, empowering our teams, and continually upgrading our network infrastructure to deliver smarter, stronger technology solutions.

Benefits Overview:Segra offers a very robust benefits package to our full-time employees, some of which include:

Medical, dental, vision insuranceLife insurance401(k) matchFlexible Spending/Health Savings AccountsTuition and gym reimbursementsVacation/PTO, paid holidays, floating holidaysVolunteer days, parental leaveLegal, accidental, hospital indemnity, identify theft, pet insurance

Our Commitment to Equality:Segra is an equal opportunity employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Salary Range: $20.21 - $21.00/hour

Beyond competitive health and retirement benefits with immediate 401(k) vesting, Segra also invests in your total well-being through programs supporting physical, mental, financial, and social wellness.