NOC & Triage Technician

The NOC & Triage Technician is responsible for day-to-day queue management consisting of routing incoming support tickets, diagnosing Customer requests, identifying trends, and reporting on ticket metrics to drive continuous improvement. Also, the technician will be diagnosing and resolving network issues, maintaining our network infrastructure, and collaborating with our IT team to enhance our networks performance.

The Customer Support, NOC Technician is a member of the Success Operations Team who is able to operate in a fast-paced environment and quickly make decisions and adjustments based on incoming ticket volume, pattern recognition, and variance to baseline.

To be successful in the role this person will need to be well organized, adaptable, and highly knowledgeable in Outreach support. The goal for this role is to manage incoming ticket capacity to meet customer commitments from an SLA and experience perspective. This role is directly accountable for routing tickets to the resource that can most effectively solve customer queries, as well as rolling up their sleeves when needed to handle Customer requests.

A qualifying candidate is expected to have a home workspace that includes a private, quiet area for meetings and conference calls and there may be occasional travel. The NOC team provides 24x7x365 support to the company and therefore some NOC positions require an after-hours schedule. The role also includes an on-call escalation rotation.