• Provide technical support for telecom transport issues, working with customers, carriers, and internal teams to resolve service disruptions quickly and professionally. • Perform Layer 1 and Layer 2 OSI model testing and fault isolation through internal troubleshooting, carrier testing, router log analysis, loop testing, head-to-head testing, and performance statistics review. • Work directly with CLECs and ILECs to troubleshoot and resolve customer transport issues, coordinating with carriers and customer vendors as needed. • Handle inbound and outbound technical calls from customers, agents, and transport partners. • Create and manage internal and carrier trouble tickets, taking corrective action or escalating to appropriate parties to resolve issues within contracted SLAs. • Provide professional and courteous support via phone, email, and chat. • Log and document all interactions, issues, and resolutions efficiently and accurately in repair tickets and correspondence. • Identify the source of problems (hardware, software, user-related, etc.) and advise customers and internal teams on appropriate next steps for resolution. • Provide end-user training and education on telecom systems and troubleshooting procedures. • Escalate complex issues to Senior/Lead Technicians and Tier 2 support as necessary. • Work cross-functionally with other departments and team members to resolve complex service issues as quickly as possible. • Manage and prioritize multiple issues simultaneously while maintaining accuracy and meeting service level agreements in a dynamic, fast-changing environment.

• Provide on-call support for urgent production issues • Collaborate with technical teams and Engineering • Document solutions, best practices, and lessons learned • Mentor and train team members • Share product feedback and feature requests with development teams • Improve existing processes to enhance team efficiency • Support AI-driven innovations across industries

• Act as a Product Ambassador for the Omatic Product Suite • Demonstrate expertise when discussing each Omatic product offering • Remain educated on updates and enhancements to each product in alignment with release dates • Identify opportunities for upsell or risk mitigation • Resolve basic cases across all Omatic solutions • Provide links and identify gaps in documentation for self-service solutions • Identify complex issues and traffic them to appropriate teams • Capture case notes, document activities, and manage case lifecycle • Provide warm, friendly, and knowledgeable responses to customers • Maintain 1st response SLA of 2 hours for over 98% of cases

• Act as the point of contact for production support and problem resolution; • Provide technical assistance and support to users and systems; • Monitor and manage systems, ensuring continuity of services; • Collaborate with the technology team to implement improvements and automations; • Document processes and troubleshooting solutions for future reference;