Job Summary

OpenVault LLC is expanding their Operations and Customer Support department.  The ideal candidate has strong analytical, technical and problem solving skills with a passion for providing exceptional customer service.   This position offers the opportunity to provide support for existing products in addition to collaborating on new development.
The office is based in the New Jersey area but the position can be remote and reports to the Director of Operations and Support.

Responsibilities include but not limited to:

• Monitor daily operational processes and take corrective action as necessary
• Further develop and enhance existing operational monitoring processes
• Troubleshoot and resolve customer reported issues
• Participate in new development and testing
• Provide customer education on OpenVault services and processes
• Assist with implementations
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Manage tickets using Zoho

Qualifications and Skills:

• Proficient with MySQL
• Working knowledge on Linux/Unix
• Intermediate proficiency with Microsoft Office Suite
• Bilingual, Spanish and English strongly desired
• Knowledge on DOCSIS technology
• Advanced troubleshooting and problem solving skills
• Self-disciplined with the ability to learn and manage work with minimal supervision or direction
• Comfortable working in a fast-paced environment; able to handle shifting priorities
• Excellent interpersonal, verbal and written communication
• Highly organized with close attention to detail
• 12+ months of customer service experience preferred
• 12+ months experience in the Cable Industry preferred
• Experience using ticketing systems  (Zoho a plus) preferred
• Knowledge with OpenVault products and tools a plus
• Cisco and Arris CMTS knowledge a plus
• IPDR knowledge a plus
• Understanding of cloud services such as AWS a plus