Monitoring Operations Center Technician

Atlanta, GA /
Customer Experience – Technical Support /
Full-time
Sierra Wireless (NASDAQ: SWIR) (TSX: SW) is an IoT pioneer, empowering businesses and industries to transform and thrive in the connected economy. We are a growing organization with a clear vision for being the IoT partner of choice for wireless device-to-cloud solutions. Our values of Innovation, Execution and Trust are the guiding principles in everything we do. Sierra Wireless has over 1,400 employees globally and operates in North America, Europe and Asia. For more information, visit www.sierrawireless.com.  
 
Our Commitment to Inclusion and Diversity
At Sierra Wireless diversity is valued and celebrated. We strive to foster an inclusive organization. As a proud equal opportunity employer, we welcome people of every race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status to grow their careers here. 

The Judicial Technical Support and Monitoring Operations Center (MOC) Technician is a full-time hourly position which reports to the Judicial Technical Support and Monitoring Operations Center Supervisor.  The technician is responsible for manage incoming judicial alerts per customer protocols, manage customer service issues to ensure completion and customer satisfaction, create and escalate cases to the Global Network Operations Center and engineering, providing tier one technical support. 

Key Accountabilities

    • Managing Incoming Alerts
    • Investigate and Escalate Cases
    • Manage Customer Service Cases
    • Serve as the primary escalation point for support cases
    • Track any customer service issues to ensure completion and customer satisfaction
    • Monitor Servers

Required Education, Experience, and Competencies

    • High School Diploma and Higher
    • 2+ Years relative job experience
    • Customer Support Experience
    • Knowledge of GPS and Cellular Solutions
    • Ability to Work in a team and individual environment
    • Strong communications skills with ability to resolve conflict

Desired Education, Experience and Competencies

    • Strong understanding of Microsoft Office and SalesForce
    • Bachelors Degree or Higher
    • Experience in Customer Experience in a Call Center Environment
    • Knowledge of Computer software technologies surrounding the Windows Platform