Technical Analyst-Commercial

This is not a remote position and requires the employee to be IN-OFFICE in our Columbus Data Center. The current open schedule for this position is Sunday-Thursday 3pm-12am. The Technical Analyst-Commercial provides industry-leading customer service through a thorough and advanced understanding of the WOW! Business Data Product suite for our SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center customers in a 24/7 support organization. Let us tell you about the perks! * Be part of a company whose core values include respect, integrity, spirit of service, and accountability! * Salary: The position pay starts at $26.50/hr and can go up depending on experience. * Medical, dental, and vision insurance, and 401k with a company match * Paid time off, paid holidays, and tuition reimbursement. What you'll be doing: Essential duties and responsibilities include but are not limited to those listed below: * Provide second-level advanced support for all WOW! Business products (POTS, EMTA, VoIP, Hosted VoIP, PRI, T1, SIP, HSD, Email, Web Hosting, CATV, HICAP, Dark Fiber, Managed Services, Virtual Services, and Cloud Services) including diagnosis, troubleshooting, consulting, problem escalation and coordination. * Successfully coordinate interactions among WOW! Business customers, network administrators, vendors, technicians, service providers, and WOW! personnel to resolve customer impacting issues and events. * Gather data and prepare reports to measure the effectiveness of our service and support activities as required by management. * Respond in a timely manner to trouble tickets and incoming calls as they are presented within the workflow queue, and work directly with customers to gather and document all necessary information to effectively analyze and troubleshoot service-impacting issues. * Monitor Data Center critical systems: Security, Power, HVAC, and provide Hands & Feet support when required or requested by leadership. * Execute the proper documentation and security of customer equipment/packages shipped and received by the Data Centers as needed. * Monitor Internal and Customer networks, Server, Storage, and Applications to ensure that service-impacting events are identified, isolated and communicated to all necessary groups as effectively and efficiently as possible. * Successfully adhere to the Ticket Management and Data Center policies and procedures as needed. * Must be able to quickly recognize and diagnose customer, carrier, and far-end issues and take correct steps in securing problem resolution. * Assist with testing, certification and implementation, and support of new WOW! Business products as they are introduced. * Document all technical issues/solutions in the company ticketing or billing systems. * All other duties as assigned. What YOU need is: 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. Education: * High school diploma or equivalent Experience/Skills Needed: * 2 years experience in the telecommunications field and/or previous experience providing technical support in a call center env