1547 Customer Care Representative Tier 2

We are seeking a Customer Care Representative – Tier II to serve as the primary escalation point for complex customer and network‑related issues. This role requires strong hands‑on network troubleshooting experience and the ability to collaborate effectively with Tier I Support, Field Operations, Network Operations, and Engineering teams to ensure timely resolution of technical incidents.

Key Responsibilities

• Act as the main escalation point for advanced technical and network issues.
• Diagnose and resolve routing, switching, VLAN, QoS, DHCP, DNS, wireless, and firewall issues.
• Perform remote diagnostics, configuration changes, and service restoration.
• Create and manage work orders for maintenance, upgrades, and corrective actions.
• Monitor network alerts proactively and initiate corrective measures.
• Provide clear communication and technical guidance to both technical and non‑technical customers.
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