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Posted: April 11 2016
Company Location: Dallas, TX
Application Deadline: No Deadline
Position: 7 Full-time, Paid
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DescriptionPerforming daily checks of data center and RF/IF components, monitoring of customer connections and acting appropriately upon any disconnections, monitoring the message flow on all systems and escalating appropriately if there are any delays, responding to panic alerts from customer units, monitoring disk space allocation on the VMS cluster, monitoring the data flow over the IF/RF channels, and monitoring the data transmissions between the active and backup site.
Responsible for initiating and coordination of conference bridges used for troubleshooting system issues. Ensures that all appropriate parties are notified and included in the call. Able to provide needed information regarding the issue to members of the call.
Providing follow-up on customer problems/questions until issue is resolved to the customer's satisfaction. Appropriately escalates calls to other departments when necessary.
Functions well in a multi-faceted and fast-paced environment. Communication with customers, service providers and Omnitracs employees conducted in a professional manner at all times. Interfaces professionally with personnel of all levels. Effectively deals with a variety of problems, having to switch gears from software to hardware, to IF/RF, to Network, in order to maintain system uptime. Stays current on enhancements to existing products, new developments, and/or related technical information
Appropriately and accurately documents calls and issues in the call tracking system. Includes all necessary, pertinent and mandatory information, as called out by CRM tool and/or written procedures.