The NOC Technician will help resolve customer concerns in OmniAccess services. This position requires daily customer contact through email, inbound/outbound calls and chat to determine the exact nature of a customer’s concerns.

NOC Technicians will escalate questions and/or concerns to the Tier 1 Engineers.

Responsibilities

* He/she is expected to communicate directly with customers when necessary to perform updates in the customer’s equipment, like beam switches, upgrades and other chores related to the service.
* Responsible for carrying out monitoring operations of the network and telecommunication equipment.
* Monitor, analyze, and perform troubleshooting, providing the customer with a first contact resolution where possible
* Making sure that customer is continually able to consume the service and receives the best possible experience.
* Document all interactions and always ensure customers receive consistent messages.
* Verify and close tickets once a change or incident has been confirmed done/resolved, and ensure tickets are properly handed over in accordance with operations guidelines during shift changes.
* Address and resolve basic incidents and requests.
* Manages incidents and requests to ensure that work is completed to the customers’ satisfaction.
* Identifies, evaluates, promotes, and implements customer support best practices.
* Enter quality information into tickets and appropriately capture data.
* An excellent telephone/email manner is required together with the ability to handle challenging support situations with a calm and methodical approach.
* Organized with the ability to multi-task.
Location: ParcBit, Palma de Mallorca

From Monday to Friday, office hours: 8:30 to 17:45h (45 minutes lunch break) / Fridays 8:30h to 15:00h