Customer Service & Network Operations Specialist Role

Customer Service & Network Operations Specialist Role

At Continuantwerereshaping the landscape of the Unified Communications (UC) and Audio-Video (AV) for enterprise customers around the world. As a Customer Service & Network Operations Specialistyoullcombine customer care with technicalproblem-solving. Helping support complex systems coordinatingincidentresponse and ensuring an exceptional experience for every customer youassist.

Ifyourepassionate about technology thrive in afast-pacedenvironmentand loveproblem-solving then this is the role for you.

Schedule:

You will be workingThursdayto Mondayeither7:00am4:00 pmPT or11:00pm-8:00am PT.

Whatyoulldo:

• Actas a first point of contact and escalation for customer issues across voice data and AV environmentson theContinuant Service Desk.

• Whenever possible provide Tier 1 troubleshooting to achieve first call resolution for tickets on customer Unified Communication and AV solutions.

• Monitor network and system health using internal tools;identify research and escalate potential service-impacting events.

• Coordinate and document the full lifecycle of incidents events and service requestsbyensuring clearaccurate and professional communication with both customers and internal teams.

• Collaboratewithour Growth & Revenue TeamEngineers and Delivery Leads to ensure prompt resolution and world-class customer experience.

• Respond to customer inquiries by phone and in writing offering empathetic knowledgeable andtimelysolutions.

• Follow established internal and customer-specific processes with precision while contributing ideas for continuous improvement.

• Flexibly support shift coverage across Day Swing Night and Weekend schedules when needed.

• Ensure compliance with security and data privacy standards includingtimelyreporting of potential incidents.

• Focus on delivering high quality serviceandmaintainingstrong customer satisfaction metrics.

Whyyoulllove working here:

• Customer-first culture: Our team is the heartbeat of about our customers and about supporting each other.

• Career growth: We offer hands-on experience mentorship and opportunities to learn multiple disciplinesfrom service operations to technical engineering.

• Collaborative environment: We celebrate wins share ideas and enjoy a culture filled with teamwork feedback and (yes) the occasional meme war.

• Real impact:Youllhelp enterprise clientsmaintaincritical communications systems and ensure smooth business operations worldwide.

Jobqualifications/requirements:

Education/Experience:

• 2-year degree certificate or equivalent experience in IT Networking Telecommunications or related field

• Experience in customer service help desk or technical support preferred

Technical Aptitude:

• Familiarity with voice/data networking concepts monitoring tools and Microsoft applications

• Comfortablelearning new systems and troubleshooting tools

Soft Skills:

• Strong communicationand documentation skills

• Passion for delivering excellent service

• Integrity accountability and teamwork mindset

• Grit and resilience when faced with obstacles

• Curiosity and a drive for self-improvement

Learn More:

takes pride in having a dynamic diverse workforce. We are an Equal Opportunity Employer. Drug test and criminal background check are required at the time of employment. Continuant is a Drug Free Work Environment. Any candidate that tests positive for marijuana or ANY controlled substance and/or alcohol during a pre-employment drug/alcohol screening will not be eligible for hire.