Firefly Technical Support Help Desk Rep.

Firefly Fiber Broadband, a Subsidiary of Central Virginia Electric Cooperative, is looking for an experienced Technical Support Representative to join our team as we continue to grow the Firefly network. Reporting to the Firefly Network Operations Manager, the Technical Support Representative will plan, coordinate, assess, and deliver day to day Technical Support for a full array of service (voice and data). Handles a high volume of customer contact (voice and data) related to troubleshooting, installation, and maintenance. Guides customers through processes, obtaining the best customer-centered outcomes.

The ideal candidate will have excellent interpersonal skills (communication, problem solving and teamwork). Experience in a customer service environment is required. Strong skills and experience using computer software, hardware, and Windows operating systems are required. Must possess the ability to analyze and resolve technical problems. Ability to speak Spanish is beneficial.

Key Responsibilities Include:

Provides Tier II support for customer Voice and Data services

Work with field technicians on service calls and provisioning issues

Responds to requests from multiple sources (customer/teammates) regarding service orders, trouble tickets, troubleshooting, and general service information.

Coordinates materials and assignment processes (materials/resource availability, provisioning and configuring equipment, equipment testing, service needs, and assignments and scheduling) related to installation, repair, and maintenance

Provides education to customer and teammates related to troubleshooting and support.

Researches, recommends, develops, and maintains policies, procedures, report and documentation systems, and resource materials related to support needs.

Responsible for prompt assistance and timely resolution of issues for Wholesale and Key Accounts.

Takes initiative to stay current on skills and industry standards

Position Requirements:

Associate's degree in Information Technology, Computer Science, Electrical, Engineering or related technical field required.

Networking Certifications and advanced degree desirable.

JOB RELATED EXPERIENCE:

Must have experience working in an Internet Service Provider environment. Must also be a seasoned, well-rounded professional with experience with FTTH, DSL, or Cable architectures, switch, and firewall technology, and an advanced understanding of layer 1, 2 & 3 network protocols.

Minimum 2 years hands-on experience with working in a Technical Support or call center environment

Experience with ISP, IT, Cable, Cellular, VoIP or other telecom experience preferred:

• Windows, Linux, Mac, TCP/IP, DNS, DHCP, telephony, and security devices.
• VoIP including Latency & Jitter management and MOS scores, QOS,
• VPNs, Wi-Fi, network address translation (NAT), and NMS tools.

The successful applicant must possess: A proven ability to multi-task and plan/organize work to meet deadlines; with accuracy and attention to detail. Experience establishing and participating in a 24/7 responsive, on-call services support team. Strong analytical and critical thinking skills, with demonstrated problem-solving abilities. Effective communication skills and the ability to work as a team player.

Off-hour's hours may be required to meet project deadlines. May also be required to work long or unpredictable hours in the event of a network outage or service degradation. Some travel is required for the purpose of off-site training & research; as well as travel throughout the service territory. On-call duty will be required on a rotating schedule.

CVSI Firefly Fiber Broadband offers a comprehensive benefits package which includes: Health/Dental/Vision Insurance, Life & Disability Insurances, Elective and Non-Elective 401k Retirement Plan; along with Generous Annual Paid Time Off.

CVSI/Firefly is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Firefly is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications. Firefly will not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity (including gender expression), national origin, age, marital status, genetic information, pregnancy, disability, family, military or veteran status, or any other status protected by state or federal law.

Equal Opportunity Employer/Affirmative Action Employer: Disability/Veteran

Firefly reserves the right to alter, change, modify, and/or terminate this job posting at any time without notice, or obligation, to any party.

Only qualified electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: HR@mycvec.com and your request will be forwarded to the appropriate person.