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Job Information
Job title

Tier 2 Technical Support - 2104

Company Encore 2
Wage between $0.00 - $0.00 Annually
Location United States, Texas, Flower Mound
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 8/3/2009
Description
Tier 2 Technical Support

Must speak fluent Spanish

The primary role of the Tier 2 Technical Support is the customer’s secondary contact with the company. The position is responsible for further troubleshooting, determining the cause, and resolve the problem that has been escalated from Tier 1 Technical Support.
The successful candidate must be able to communicate effectively, present a professional and courteous interface to the customer. This position requires a strong analytical skill, "hands on" approach and the ability to work in a fast pace entrepreneurial environment.

Knowledge/Skills may include:
o Required
? Must be proficient with computers (PCs)
? Must be proficient with Internet jargon (HTTP vs HTTPs, cookies, DNS, Ping, Traceroute, etc)
? Must be proficient with CPE terminology (ATA, AP, Router, Modem, DSL vs Cable, 480p vs 720p vs 1080p, component vs HDMI, etc)
? Must be proficient with networking terms (TCP/IP, DHCP, DNS, etc)
? Must have proficient troubleshooting skills
? Must basic OS understanding for Windows and Linux (Windows: Configure TCP/IP settings, use command prompt; Linux: Understand top, ports)
? Must understand basic media jargon (JPG, WMV, MP3, etc)
? Must have basic DB understanding (tables, queries, etc)
? Must have basic understanding of VOIP (should be able to explain the basic difference of VOIP vs PSTN voice service)
? Must be able to engage customers in a professional manner (be courteous, be calm, be friendly)
? Must be able to multitask (be on a call, surf Use Cases, open ticket, etc)
? Must be able to learn quickly
? Must be able to work flexible hours
? Must be fluent Spanish
? Must be able to speak English
Knowledge/Skills may include:
o Required
? Must be proficient with computers (PCs)
? Must be proficient with Internet jargon (HTTP vs HTTPs, cookies, DNS, Ping, Traceroute, etc)
? Must be proficient with CPE terminology (ATA, AP, Router, Modem, DSL vs Cable, 480p vs 720p vs 1080p, component vs HDMI, etc)
? Must be proficient with networking terms (TCP/IP, DHCP, DNS, etc)
? Must have proficient troubleshooting skills
? Must basic OS understanding for Windows and Linux (Windows: Configure TCP/IP settings, use command prompt; Linux: Understand top, ports)
? Must understand basic media jargon (JPG, WMV, MP3, etc)
? Must have basic DB understanding (tables, queries, etc)
? Must have basic understanding of VOIP (should be able to explain the basic difference of VOIP vs PSTN voice service)
? Must be able to engage customers in a professional manner (be courteous, be calm, be friendly)
? Must be able to multitask (be on a call, surf Use Cases, open ticket, etc)
? Must be able to learn quickly
? Must be able to work flexible hours
? Must be fluent Spanish
? Must be able to speak English

o Preferred
? Have in depth VOIP understanding
? Have in dept OS (Linux and Windows) understanding
? Have in depth Video and Audio home CPE equipment knowledge (connectivity, configuration, etc)
analysis skills Must Speak Fluent Spanishdf-tc

Experience/Skills
See Above

Other desired skills:
Tier 2 Technical Support - 2104
This job has expired.
 
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