Sr Customer Support Analyst

You will ensure network stability and customer satisfaction by monitoring systems, managing incidents, and coordinating resolution efforts across multiple stakeholders:

• Proactively monitor network devices and infrastructure, identifying and ticketing performance or connectivity issues
• Act as the first point of triage for incoming incidents and escalate as needed to internal technical teams
• Communicate proactively with customers regarding outages, status updates, and resolution timelines
• Coordinate with third-party vendors and carriers to report issues and drive timely restoration of services
• Identify patterns in recurring incidents and collaborate on long-term corrective actions
• Manage inbound emails and support requests from customers, vendors, and internal teams
• Provide inbound support for voice services across multiple communication channels

Requirements:
You bring hands-on experience in technical support or network operations environments, along with strong customer service capabilities:

• 1–2 years of experience in a customer service, helpdesk, NOC, or technical support role
• Experience working in a fast-paced, multi-issue support environment with strong multitasking ability
• Familiarity with networking concepts such as TCP/IP, LAN/WAN, routers, switches, and high-speed circuits
• Ability to troubleshoot technical issues and communicate solutions clearly to technical and non-technical users
• Strong customer-first mindset with a focus on timely and complete issue resolution
• Experience working with ticketing systems and documenting incidents accurately
• Ability to work rotating schedules, including weekends if required
• Certifications such as Network+, A+, or CCENT are a plus

Benefits:

• Hourly pay range: $32.30 – $33.30 USD per hour
• Health, dental, and vision insurance coverage
• 401(k) retirement savings plan
• Generous paid time off, including parental leave
• Eligibility for discretionary annual incentive programs (based on role type)
• Flexible work arrangements depending on operational needs
• Exposure to large-scale network infrastructure and advanced telecom technologies
• Inclusive, team-oriented environment with strong collaboration culture.