Summary:
The First Answer Point (FAP) position fulfills a role equally engaged in monitoring Network Communications and resolving end user problems.  This position is closely aligned with the NOC as part of the first level customer service response.  This includes receiving, prioritizing, documenting, and actively resolving end user help requests via scripted support options.   This position requires that the individual be part of the "live", first person help at the initial responder level. 

Essential Duties and Responsibilities include the executing the following skills individually:

• Answers incoming phone calls, determines purpose of calls and forwards calls to correct personnel or department.
• Takes and delivers messages or transfers calls to voice mail when appropriate personnel are unavailable.
• Answers questions about organization and provides callers with address, directions, and other information.
• Creates correspondence, reports, and other documents when necessary for customer support.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Use the ticketing and tracking system for creating records pertaining to customer reports of incidents and service requests.
• Incident identification using tools, such as the network NMS for monitoring the status of customer's networks.
• Escalate incidents (when required) to the appropriate support level.
• Follow all procedures to provide the best Customer Service possible throughout the customer request or incident processes.
• Perform follow up-up and Quality surveys to verify issues or requests are properly resolved
• Perform customer and management escalations/notifications as needed or requested
• Participate in Development training for communications systems diagnostics and troubleshooting for NOC staff.

Education and/or Experience:

• High School Diploma / GED required.  The completion of some College Coarse work, Vocational training from an accredited school or college; with one to four years related experience and/or training in the field of computers, telecommunications or Customer Service or equivalent combination of education and experience.

Language Skills:

• Ability to read and interpret technical journals and statements of work is required.  Ability to respond to common inquiries or complaints from customers.  Strong record keeping and documentation skills required.
• Bi-Lingual English - ? may be beneficial.

Computer Skills:

• To perform this job successfully, an individual Knowledge of basic computer hardware, including Desktops, Laptops, etc.  Knowledge of basic office machines and peripherals such as network printers, fax machines, modems, UPS systems, and etcetera is desired.
• Experience with computer operating systems including Windows XP or 7 is necessary.  Application support experience with Outlook a plus.
• Knowledge of Wendia ticketing systems, Nimbus, SatManage, OTRS, and SharePoint or other help request/incident tracking and NMS systems is beneficial.
• Basic business computing applications such as Internet Explorer, Netscape Internet software; MS Excel Spreadsheet software and MS Word Word Processing software is desired.

Other Qualifications:

• Our Helpdesk is staffed 24 hours per day.  The ability and willingness to work overtime on occasion may be necessary.  Weekend work and/or holidays are probable and may be a requirement.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully;
• Technical Skills - Pursues training and development opportunities; Strives to build knowledge and skills.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments to our customers; Focuses on solving conflict, not blaming; Maintains customer confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Communication - Speaks clearly in positive or negative situations; Listens and gets clarification; Responds well to questions.   Writes clearly and informatively; Edits work for spelling and grammar.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.  Meets productivity standards; Strives to increase productivity; Conserves organizational resources.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.
• Motivation - Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
• Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interests.
• Ethics - Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values.  Follows policies and procedures; Completes administrative tasks correctly and on time.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position.  Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Monitors own work to ensure quality.  Completes work in timely manner.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.  Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Asks for and offers help when needed.  Generates suggestions for improving work.
• Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.