Employment

Our path to providing the utmost quality entertainment, technology and communication services is lead by an energetic team of highly skilled, extremely experienced and superbly professional individuals. If your talent will support our drive and continued fast paced efforts we encourage you to introduce yourself. Please review our current open positions below, and apply today.

NATIONAL TECHNICAL SUPPORT MANAGER Location: Rochester, NH

Description:
Job Overview

Contribute to MetroCast’s vision of being the industry leader in customer service through ensuring quality, courtesy and teamwork. This position is responsible for the daily guidance and management of our 24 x 7 Technical Support service center in Rochester, NH. Responsibilities include a singular focus that ensures and improves customer satisfaction and results in our Technical Support team’s performance meeting the expectations and goals of MetroCast.

Job Responsibilities:

• Oversee the day-to-day operations of the Technical Support service center.
  
• Provide direction and guidance to ensure consistent achievement of key performance metrics and company initiatives.
  
• Recruit, interview and hire staff as required.
  
• Identify performance needs and ensure proper training of Technical Support staff to meet those needs.
  
• Set goals and track progress of employee performance relative to departmental standards and company expectations.
  
• Communicate and manage company call center policies and procedures.
  
• Develop, analyze and implement new strategies and procedures.
  
• Formulate and enforce work standards, assign schedules, review departmental performance, and identify and implement performance improvements.
  
• Direct supervision of personnel assigned within functions as supervisors, trainers, and support personnel.
  
• Develop, track, monitor and ensure adherence to Technical Support Representatives’ work schedules.
  
• Identify and eliminate barriers to accuracy, productivity, and quality.
  
• Contributes to the company’s financial objectives by managing expenses and generating new and creative methods to promote and sell MetroCast services.
  
• Ensure calls are handled professionally and efficiently.
  
• Ensure monthly and annual performance reports / evaluations are completed for Technical Support teams.
  
• Handle escalated customer issues and ensure customer satisfaction and retention.
  
• Perform managerial functions associated with workflow improvements, quality assurance and technology enhancements.
  
• Assist in the preparation of annual budgets and achievement of all financial objectives.
  
• Attend industry training and seminars as required to enhance and evolved Technical Call Center.
  
• Perform other duties as requested.
  

Experience:
Job Qualifications:

• Associates degree in Business preferred, or minimum 3-5 years experience supervising or managing in fast-paced Call Center environment.
  
• Familiar with standard concepts, practices, and procedures within the call center industry.
  
• Experience in Technical Support and personnel management is recommended.
  
• Demonstrated working knowledge in networking, RF troubleshooting, email application trouble shooting, DHCP, VOIP, wireless, software and operating systems.
  
• Proven record for attaining superior customer service levels and an ability to arbitrate customer issues.
  
• Strong leadership and interpersonal skills.
  
• Ability to communicate orally and in writing in a clear, concise and straightforward manner.
  
• Ability to make decisions and solve problems while working under pressure
  
• Ability to communicate with all levels of management and company personnel.
  
• Ability to maintain confidentiality.
  
• Experience with technical support of cable and Internet products a plus.
  
• Demonstrated accuracy with detail work.
  
• Solid understanding and use of computer basics (Windows, Excel, Word, Email, and Internet).
  
• Flexibility with work schedule required (Some travel required).
  

AN EQUAL OPPORTUNITY EMPLOYER

Please forward resume along with salary requirements to jobs@harron.com.

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ENTERPRISE NETWORK ENGINEER LOCATION: Frazer, PA

Description:
Job Summary
Harron is looking for an experienced network engineer to manage our Internal Data and Voice networks. Because we are a small IT team, we are looking for an Engineer who is eager to wear many hats and take on a variety of projects.

Job Responsibilities:

• Analyze, design, configure, and troubleshoot company internal office voice and data network infrastructure and services, including IP PBX, switches, routers, LAN/WAN, firewalls, WiFi and VPN devices.
  
• Design and implement network solutions to support a wide variety of business applications.
  
• Design, install and troubleshoot voice and IP telephony solutions.
  
• Work with the application areas and lines of business to provide technology solutions to their business needs.
  
• Collaborate with peers to proactively identify potential issues and areas of improvements in existing network environment.
  
• Maintain detailed documentation for IT infrastructure.
  
• Provide support and troubleshooting for issues affecting our network.
  

Experience:
Job Qualifications:

• CCNA or CCNP and 4+ years of experience with Enterprise data / voice networking.
  
• In depth knowledge of IP networking, LAN/WAN switching and QOS techniques.
  
• Strong knowledge of IP networks and IP addressing (IPv4/IPv6) (sub-netting, broadcast, multi-cast).
  
• Strong understanding of network routing protocols: BGP, OSPF etc.
  
• Working knowledge of Cisco switching platforms including VLANS and layer 2 redundancy technologies.
  
• Cisco configuration, support, and troubleshooting with Cisco Routers, switches.
  
• Experience with Juniper SSL-VPN configuration and administration.
  
• Experience with Juniper and Cisco Firewalls (ASA/PIX).
  
• Strong understanding of voice / telephony technologies including dial plan design call routing and control protocols, voice circuits and protocols.
  
• Shoretel IP telephony experience.
  
• Working knowledge of network protocol analysis equipment for fault finding and monitoring.
  
• Must be able work well and troubleshoot quickly in a fast-paced, time-critical environment.
  
• Excellent client service, communication (both oral and written) and interpersonal skills required.
  
• Superior organizational, multi-tasking, and prioritization skills required.
  
• Willingness to work additional hours when necessary.
  
• Travel to other offices as required.
  

AN EQUAL OPPORTUNITY EMPLOYER

Please forward resume along with salary requirements to jobs@harron.com.

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CUSTOMER CARE CENTER TECHNOLOGY SPECIALIST LOCATION: Frazer, PA

Description:
Job Responsibilities:

MetroCast is looking for an experienced Call Center IT professional who can contribute to MetroCast’s vision of being an industry leader in customer service by ensuring customer satisfaction through quality, courtesy and teamwork. This position is responsible for developing, implementing, managing and maintaining our Call Center’s integrated technologies systems (ACD, IVR, CRM, WFM, and Call Recording…). The candidate will be responsible for the overall architecture of our key Call Center systems and integrating these systems with other customer support tools. This position will serve as our subject matter expert for these technologies and will be responsible for all aspect of their development, management, and operations.

• Recommends, designs, develops, tests, and implements changes or requests with respect to IVR’s, ACD routing, Call Recording, Workforce Management and Call Center components and applications.
  
• Design, develop, and deploy interfaces to various backend systems technology.
  
• Troubleshoots and resolves system problems and failures, interacting with suppliers, carriers and Network Engineering as needed.
  
• Maintains and manages applications administration of all Call Center technologies ensuring contract compliance relative to licensing / user requirements and industry standards.
  
• Schedules, performs and monitors Call Center applications system backups, and when necessary, performs database recoveries.
  
• Proactively monitors production environment for service interruptions and helps develop tools for use in troubleshooting technical issues and monitoring the systems.
  
• Works with Customer Service, IT and IE to define contact center needs and implements effective enterprise-wide network and voice strategies to support these requirements.
  
• Recommends hardware and software upgrades according to growth statistics and system capacity forecasts.
  
• Manages vendor and client/partner relationships.
  
• Coordinates maintenance of the platform with all IT and IE support teams.
  
• Work closely with impacted regional teams on development and launch of software fixes and upgrades.
  
• Creates thorough documentation that captures the processes and procedures required for system deployment, support and maintenance.
  
• Acts as team leader on projects and primary communications liaison with contact center teams to establish and communicate common goal and direction and ensure on time and on budget project delivery.
  
• Serves as the primary support person providing 24x7 support as needed.
  
• Assists in the preparation of annual budgets and achievement of all financial objectives.
  
• Performs other duties as requested by manager.
  

Experience:
Job Qualifications

• Bachelor's Degree in Computer Science or IT related field.
  
• 3-5 years of experience in developing and modifying call flows in a PBX, IVR, and ACD environment, preferably utilizing Syntellect or Genesys applications integrated to IVR, CRM, call monitoring, and workforce management platforms.
  
• 3-5 years of Call Center technology experience including familiarity of standard concepts, practices, and procedures within the call center industry.
  
• 3-5 years of Work Force Management experience.
  
• Experience with Enghouse Syntellect and Verint Impact 360 is a plus.
  
• Ability to work with minimal supervision.
  
• Strong leadership and interpersonal skills.
  
• Ability to communicate orally and in writing in a clear, concise and straightforward manner.
  
• Ability to make decisions and solve problems while working under pressure.
  
• Ability to communicate with all levels of management and company personnel.
  
• Ability to maintain confidentiality.
  
• Demonstrated accuracy with detail work.
  
• Flexibility with work schedule required (some travel required).
  

AN EQUAL OPPORTUNITY EMPLOYER

PLEASE SUBMIT RESUME ALONG WITH SALARY REQUIREMENTS TO jobs@harron.com

Apply Now!  

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