* Provide Tier 2 level of support for all WOW! Business products (HSD, Email, Web Hosting, Voice, CATV, SIP and HICAP) including diagnosis, troubleshooting, consulting, problem escalation and coordination.

* Must be able to quickly diagnose and recognize customer, carrier, and far end issues and take correct steps in securing problem resolution.

* Assist with testing, certification and implementation, and support of new WOW! Business products as they are introduced.

* Successfully coordinate interaction among WOW! Business customers, network administrators, vendors, technicians, service providers and WOW! personnel, using effective verbal and written communication skills.

* Perform daily maintenance/monitoring activities of the WOW! Business Network.

* Recognize observed security, infection, DoS issues and recommend resolution steps.

* Gather data and prepare reports to measure the effectiveness of our service and support activities as required by management.

* Document all technical issues/solutions in the company ticketing or billing systems.

* Respond in a timely manner to trouble tickets and incoming calls as they are presented to BOSS workflow queue, solve issue and respond to the customer, or escalate to a business field tech for service call.

* Must have excellent oral skills to provide instruction to the customer over the telephone. This involves anticipating customer responses and motivating customers to execute correct troubleshooting steps.

* Ability to work scheduled shifts and participate in On-Call rotations as designated by management to meet business needs.

* Other necessary clerical work as defined by management, including research, filing, assistance with mailings, and other related duties.

* Monitor Data Center critical systems: Security, Power, HVAC, and provide Hands & Feet support when required or requested by leadership.

* All other duties as assigned.



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