Ventus delivers Managed Networks-as-a-Service solutions for enterprise businesses in retail, banking, healthcare and other industries, providing WAN connectivity, pre-engineering, field services, pre-configured hardware, ongoing monitoring and 24x7 technical support.

The Technical Support Specialist provides high-level phone and e-mail support by offering immediate and lasting solutions to issues and requests, while ensuring a consistently positive customer experience.

Responsibilities:

• Identify, troubleshoot and resolve critical customer issues across various, client-specific WAN topologies.
• Desire to exceed expectations within performance and procedural compliance metrics
• Provide outstanding verbal and written customer service
• Work within a dynamic team environment
• Adapt and be flexible to organizational changes and requirements
• Appropriately adhere to assigned schedule and availability requirements
• Retain ownership of all issues/requests assigned until closure with customer agreement
• Appropriately escalate issues to Level 2 and 3 support teams
• Identify and document recurring issues and present solutions to management
• Provide professional, accurate, and timely communications and follow-up to customers
• Facilitate an effective partnership between company, customer, and carrier
• Accurately document all customer and carrier contact in workflow and ticketing system
• Suggest/implement new processes to improve the customer experience
• Assist other groups with projects as required

Skills:

Strong knowledge of IP Addressing, WAN/LAN troubleshooting is required.  Network troubleshooting in a Linux/Unix environment is beneficial.  Working knowledge of Cisco routers and switches is a plus.  Analytical and organizational skills, outstanding customer service skills, verbal and written communication skills, interpersonal skills, time management skills, leadership ability, and the desire to exceed expectations in a growing, dynamic, and challenging industry.

Education & Experience:

Three or more years of WAN/LAN Help Desk/Call Center experience, Network+ certification, Cisco CCNA certification, Bachelor's Degree in Computer Science, or an equivalent level of education or experience.  Previous Telco/Cable network operations experience is a plus.

Ventus is an equal opportunity employer committed to diversity. All individuals are encouraged to apply. Ventus offers a competitive compensation package including health, dental, vision, life, and disability insurance programs, fitness center, a 401(k) plan, paid holidays, and generous paid time off.