Customer Support Specialist Tier 2

Description

  

Neustar (NYSE: NSR) provides the North American communications industry with essential clearinghouse services. We operate the authoritative directories that manage virtually all telephone area codes and numbers, and enable the dynamic routing of calls among thousands of competing communications service providers (CSPs) in the United States and Canada. All telecommunications service providers (TSPs), as well as  CSPs that offer telecommunications services to the public at large, must access our clearinghouse as one of our customers to properly route virtually all of their calls. We also provide clearinghouse services to emerging CSPs, including Internet service providers, cable television operators, and voice over Internet protocol, or VoIP, service providers. In addition, we manage the authoritative directories for the .us and .biz Internet domains, as well as for Common Short Codes, part of the short messaging service, or SMS, relied upon by the U.S. wireless industry.

Customer Support Specialist Tier 2
The Managed Internal DNS Support Technician is an integral part to the UltraDNS Support Department as well as the Internal DNS Support team.  This position will report to the Manager of Internal DNS Support.  This position is responsible for Tier 1 and Tier 2 support activities with Internal DNS (MIDS) Group including monitoring, troubleshooting, and implementation of the product.  The tasks within this support role will vary with the nature of the business including being a vital part of the entire Support department assisting with additional products, customer requests, monitoring, and troubleshooting of customer issues via e-mail and phone. 

Responsibilities:

• Strong client focus and genuine desire to assist during problem investigation
• Being an integral part in a team environment
• Possess the ability to work with other Internal Departments to determine the root cause of customer facing issues
• Possessing a methodical and disciplined approach to problem solving
• Having the ability to analyze and solve customer facing issues based on the facts presented by the customer and knowledge of the product line
• Provide timely escalation of issues within organization as necessary
• Maintain help desk tickets with current information
• Provide and update support documentation as required

Requirements

• BA Degree in Computer Science or equivalent experience with a specific focus on the Internet and Customer Support
• Three years of customer support/helpdesk experience via phone and e-mail
• Analytical and problem solving skills
• Excellent verbal and written communication skills
• Ability to multitask and follow escalation procedures
• Ability to maintain high level of attention to detail
• Previous experience with ticketing and helpdesk software including escalation assignments
• Significant experience with DNS, DHCP, TCP/IP
• Significant experience with Linux
• Knowledge of Microsoft Active Directory
• Experience with network infrastructure components, troubleshooting, firewalls, ACL’s, IP address management
• Able to lift 50 pounds

To Apply:

 https://jobs-neustar.icims.com/jobs/2350/job?mode=view

Diversity, inclusion and teamwork are second nature to Neustar; and these values permeate our entire business structure. NeuStar is committed to creating an environment where a wide spectrum of opinions and beliefs are actively sought, listened to and respected. Further, our talented workforce draws from the many geographic areas and markets in which Neustar operates worldwide, which represents a distinct competitive advantage.

The rich and varied personal and professional backgrounds of our employees make Neustar a dynamic and rewarding company at which to build a career. We invite you to join us
 

An Equal Opportunity Employer M/F/H/V.

Neustar, Inc. considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, or status as a Vietnam-era or special disabled veteran in accordance with federal law. Neustar, Inc., complies with applicable state and local laws prohibiting discrimination in employment and provides reasonable accommodation to qualified individuals with disabilities in accordance with the American with Disabilities Act (ADA) and applicable state and local laws.

To Apply:
https://jobs-neustar.icims.com/jobs/2350/job?mode=view