Erc Technician
Little Rock, Ar, Us
• Perform technical problem resolution, in a high stress environment which includes analysis, trouble isolation and repair. • Work with other inner exchange carriers through internet based applications, phone, and mainly through e-mail using Microsoft outlook. • Work on complex troubles involving, voice and VOIP services. • Maintain a working relationship with customers vendors as well as inner exchange carriers which complete the call.• Provided technical support on a call center level. Customers called in and reported issues they were having. Had to understand basic, yet all the services that Paetec provided to the customer. • Provided support for all customer issues. T1 down circuit related issues. Internet latency data issues, as well as voice issues concerning one way audio or can't call specific number, ETC. • Perform call traps in switches such as 5ESS, and DMS in order to resolve a problem a customer is having with either the equipment or in switch issue.• Assist other co-workers with a direct in-dial to my phone for customers who have escalated an issue, or the technician is not available to work currently.• Maintain a workload through a queue, detailing each ticket with notes of steps taken, test results and resolution data.