Support Analyst

About the Opportunity

The organization is seeking an experienced networking and voice technician to join the Technical Support Tier 2 team. The team supports advanced products and services, collaborating to provide best-in-class customer service. The role involves handling inbound calls, resolving complex issues, managing escalations, and addressing daily operational requests. Regular customer interaction is required to achieve optimal outcomes.

Responsibilities

• Provide consistent excellent customer service by meeting daily operational goals• Collaborate within a tier 2 customer operations team supporting Hosted Voice, SIP, SD-WAN, professional/IT services, copper POTs, and voice/data over internet, managed circuits, LTE, and MPLS• Identify problems, resolve issues, and generate after-action reports to improve incident response and cross training• Use multiple CRMs and ticketing systems to manage and gather data• Troubleshoot complex network environments and service issues including third-party hardware, circuits, and legacy copper lines such as VPN, MPLS, and BGP Peering• Handle customer and vendor calls from a call queue with a positive problem-solving attitude• Aim for first call resolution; if not achieved, properly code tickets for follow-up or escalate to Tier III support per guidelines• Document call purpose and resolutions in the OSS system• Use online resources and internal knowledge bases like ProcedureFlow to resolve issues• Manage relationships with vendors, internal resources, and customers via phone, ticketing portals, email, and chat• Participate in ongoing training for new products and services• Follow established guidelines, protocols, and procedures• Consult with Tier III, lead, supervisor, or manager for problem resolution• Be available for any shift in a 24x7 call center environment• Perform Level 2 on-call duties with logged hourly time for work performed• Exhibit flexibility to perform additional tasks or duties beyond normal responsibilities, potentially including Tier 1 support or professional services roles

Requirements

• Strong analytical and problem-solving abilities• Effective teamwork and communication skills• Ability to work under pressure and make calculated decisions• Capability to manage multiple tasks and act quickly in a fast-paced environment• Scheduling flexibility• Ability to work remotely from home with reliable internet, dedicated workspace, and personal accountability for productivity• Trustworthy work ethic and ability to work independently• Clear documentation skills for communicating methods and procedures to lower tier support teams

Note:“RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.”