Customer Service NOC Technician

Customer Service Network Operations Center (NOC) TechnicianUniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States. With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates and delivers critical fiber-based communications services to connect and empower people and businesses.This is an overnight on-site position, Wednesday through Saturday, 10PM-8AM.About the Role:The Customer Service Network Operations Center (NOC) Technician plays a crucial role in managing customer interactions and troubleshooting basic technical issues while maintaining a high level of professionalism and customer satisfaction over the phone.What You'll Do:Efficiently manage a high volume of calls, ensuring timely and effective communication with customers.Provide first-line support for network-related customer inquiries and issues via phone, email, or chat.Follow communication scripts and procedures when addressing various topics, ensuring clarity and consistency.Respond accurately and efficiently to customer inquiries, offering potential solutions and ensuring customers feel valued and supported.Engage in active listening to understand customer needs, confirm, or clarify information, and de-escalate situations with dissatisfied customers.Strive to meet or exceed network operating center performance metrics while consistently delivering excellent customer service.Establish and maintain strong, lasting relationships with customers by going the extra mile to address their needs, complaints, and issues regarding products or services, ensuring their satisfaction through trust and reliability.Proactively engage with clients through inbound and outbound calls to thoroughly understand and address their needs, complaints, and issues with products or services.Participate in training and other learning opportunities to enhance knowledge of company processes, network protocols, and industry best practices.Do You Have:• High school diploma or equivalent; additional technical training or certificationsExceptional verbal and written communication skills, with a friendly and professional telephone manner.Proficient in typing and word processing, ensuring accurate and efficient data entry.Proficient in Microsoft Office applications such as: Outlook, Teams, Word, Excel, etc.Even Better:Must be able to articulate words clearly and effectively, ensuring seamless communication and understanding with customers.1+ years of experience in a network operations center or customer/technical support role desired.Ability to actively listen, accurately document information, and manage call details.Strong attention to detail and problem-solving abilities.Excellent customer service skills.Our Benefits:Medical, Dental, Vision Insurance Plans401K PlanHealth & Flexible Savings AccountLife and AD&D, Spousal Life, Child Life Insurance PlansEducational Assistance PlanUniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.