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...