Specialist - Customer Service

Description This position is responsible for providing customers with 24/7 technical support. (i.e. troubleshooting, account management, and network verification) and offers support to end users connecting at hotspot locations such as retail stores, airports, hotels and roaming locations. GENERAL DUTIES The essential functions of a Tier 1 agent are to provide level one technical and customer service support. Listed below are the essential functions and duties performed by this job title. Duties generally include but are not limited to the following: GENERAL ESSENTIAL FUNCTIONS WHICH ARE REQUIRED: · Ability to multitask between systems · Provides phone and email support for AT&T Wi-Fi customers, venue owners, internal customers, and roaming partners · Provides product information · Walks customers through connection process · Assists customer with membership issues · Performs email validations · Escalates Freeloader issues to the Software department · Performs password resets · Handles refund requests · Provides customers with hotspot location and pricing information · Assists customers in connecting to the AT&T Wi-Fi network · Configures wireless utility and network settings · Configures proxy and LAN settings within browsers · Configures network card settings · Assists customers with various 3rd party software such as VPN, firewall settings, and other security software · Enables and configures TCP/IP settings · Escalates requests for static IP addresses (game consoles, VoIP phones) · Configures SMTP server settings within email clients · Walks guests through verifying in-room devices are properly wired and notifies venue staff when necessary · Analyzes network status and escalates any network issues to the appropriate department · Remotely accesses Network Management Devices (NMDs) to evaluate the servers resources, and escalates issues to Network Operations Center (NOC) if necessary · Performs network tests using pings and traceroutes to gauge the NMDs responsiveness. · Verifies the connectivity of switches, switch plants and access points to the NMD and escalates to NOC if necessary Qualifications · Technical Call Center/Helpdesk experience · Minimum 35 wpm typing skills · Exceptional customer service/interpersonal skills · Excellent verbal and written communication skills · Ability to analyze customer issues/problems · Working knowledge of PCs and NICs, data communications set-up, TCP/IP, SMTP at a user level, Windows 95, 98, 2000 XP, NT 4.0, MAC, TCP/IP, DHCP, Trace route, SNMP · Must be available to work any schedule 24/7/365. (schedules are subject to change on a month-to-month basis, as necessary) · High school diploma or equivalent required; some college or other continuing education a plus · Proficiency in other languages preferred, but not required · Linux/Unix knowledge/exposure preferred Requisition Number: 1034754