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Inteliquent Inc. TSC Technician II in Boulder, Colorado

Inteliquent is a leading Communications enabler, operating the largestindependent Tier 1 quality communications network in the country. Thousandsof communication providers in North America and around the world rely on thequality, reliability, and reach of Inteliquent's network. Our networkcarries 300 billion minutes of traffic annually and reaches over 90% of theUS population.Inteliquent is majority-owned by GTCR, one of the oldest private equityfirms in the US and a leading investor in the telecom landscape.SUMMARY:The Technical Support Center (TSC) Technician II will resolve customertroubles. This role requires a person that is highly responsive, customerfocused, and enjoys helping customers and team members. The successfulcandidate will have a proven track record of success and is driven tounderstand the root cause of an issue, repair it, and follow up with thecustomer to ensure their issues are fully addressed. We are looking for anexperienced and energetic team member who will aspire to provide the bestcustomer experience possible. The right candidate for this role will: havedeep telecommunications technical support experience, be passionate aboutproviding world-class technical support; be a great mentor for teammembers; collaborate across teams; and have exceptional written and verbalcommESSENTIAL DUTIES AND RESPONSIBILITIES: Core duties and responsibilitiesinclude the following.Work with team to provide our customer(s) the best experience possibleEnsure appropriate and timely communications are provided to internal andexternal customersPerform advanced troubleshooting and trouble resolutionProvide frontline support on customer phone callsLead assigned projects and issues to prompt and verifiable resolutionBe comfortable managing difficult or emotional customer situationsWill solicit customer feedback to improve their experienceResearches and self-educates on new or unfamiliar technologies, protocols,and applicationsContributes to the creation of process, policy and job aids for the team sothat they may best support and troubleshoot customer issuesCommunicates effectively, clearly and concisely (both written andverbal) with both customers and internal team membersProvide escalation support of critical customer issues for the Tier I TSCTechniciansComplete follow-up on all issues and itemsCOMPETENCIES:To perform the job successfully, an individual should demonstrate thefollowing competencies:IntellectualTechnical Skills - Assesses team strengths and weaknesses; Pursuestraining and development opportunities; Strives to continuously buildknowledge and skills; Shares expertise with others.Analytical - Synthesizes complex or diverse information; Collects andresearches data; Uses intuition and experience to complement data; Designswork flows and procedures.Design - Generates creative solutions; Translates concepts and informationinto images.Problem Solving - Identifies and resolves problems in a timely manner;Gathers and analyzes information skillfully; Develops alternativesolutions; Works well in group problem-solving situations.Project Management - Develops project plans; Coordinates projects;Communicates changes and progress; Completes projects on time and budget;Manages project team activities.InterpersonalCustomer Service - Manages difficult or emotional customer situations;Responds promptly to customer needs; Solicits customer feedback to improveservice; Responds to requests for service and assistance; Meets commitments.External Working Relationships - Develops and maintains courteous andeffective working relationships with clients, vendors and/or any otherrepresentatives of external organizations.QUALIFICATIONS:To perform this job successfully, an individual must be able to perform eachessential duty satisfactorily. The requirements listed below arerepresentative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals with disabilitiesto perform the essential functi