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Position is responsible for being a direct interface to our customers and vendor when dealing with technical or service issues on our voice network. Analyst work in a on Site network operations center in a team environment while using a suite of monitoring and reporting tools such as: - OpManager - Oracle Palladian - ServiceDesk Plus - Cacti - EMS Strong data analytics skills and database/excel knowledge is necessary to perform large data operations when dealing with call data records. Position reports to a Senior Engineer for escalation, scheduling and skills development. Daily responsibilities include: - Active network statistic monitoring - Respond to alerts and notification actions when received - Working of trouble tickets from receipt to closure o Escalations o Reporting on chronic issues to management o Ticket and issue trending and analysis o Customer communications o Routing changes and solution implementation o Full documentation - Running reports and statistical analysis of traffic o Determine Dialer traffic o Find Abusive traffic o Flag Fraudulent calling patterns o Self diagnose and block all harmful traffic o Support the finance team for special analysis o Support Product development with special report to manage profitability - Working with Switch and Infrastructure vendors on root cause analysis - Manage RFO and customer impact on problems - Represent the organization to customers on weekly or monthly support calls - Respond to Law enforcement request for information and track Subpoenas - Perform test calls and troubleshooting to try and reproduce customer issues - Use network tools to provide enhanced call data to customers (Palladian)