Connectivity Service Specialist

NO C2C / NO SPONSORSHIP / NO Transfers / W-2 ONLY / Onsite 3 days a Week - Louisville, KY / 6 Month Contract to Hire with renewals ($25 / hr - $35 / hr W-2 no Benefits)

CBTS is currently searching for a Network Connectivity Services Specialist. This role will be responsible for solving IT issues remotely. Candidates will be troubleshooting our clients stores nationwide for POS cash register , Credit card processing machines , Video Surveillance system , Internet Connectivity (TCP / IP, Wireless, VPN, etc. ) Training will be provided but need LAN / WAN troubleshooting skills, phone support and customer service skills.

Responsibilities :

• Answer, evaluate and prioritize incoming telephone calls, voice mail and e-mail while ensuring customer satisfaction levels are being obtained.
• Interviewing customers to gather information about the problem and, if possible, leading the user through diagnostic procedures to determine the problem and resolution concerning connectivity of both store and online systems.
• Logging all activity and communications using Ticketing software for tracking purposes.
• Managing and following-up on open connectivity cases until resolution, escalating unresolved cases to the proper vendor via email and / or phone call.
• Assist vendors with installations of new equipment and services, test final installation.
• Work with customers to ensure sites are ready for installation prior to scheduling.
• Alert customers of upcoming vendor dispatches for installation or repair.
• Communicate any concerns that hinder you from resolving the customer’s issues in a timely manner.
• Work related task or projects assigned by management.
• Monitor chat and assist fellow Analysts with questions and issues concerning High Speed connectivity.
• Monitor the various support email mailboxes.
• Creation and maintenance of procedures and tools particular to connectivity.
• Assist in connection of DVR’s and other non-POS equipment for internet access in the store environment.
• Assist with server-side issues of remote VPN connections to the POS system.

Qualifications :

Cincinnati Bell Technology Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws.