Department: Commercial Support

Reports To: Commercial Support Supervisor

Location: Orlando, FL

FLSA Status: Non Exempt

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Position Summary:

The Back Office Technician supports commercial customers by managing trouble tickets, responding to commercial support communications, and executing technical changes related to business services. This role serves as a primary operational resource for commercial issue resolution, project work, and service modifications within a regional ISP environment.

The position requires strong technical troubleshooting skills, clear communication, and the ability to manage multiple priorities in a fast-paced commercial support setting.

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Key Responsibilities

Commercial Trouble Ticket Management

• Work and resolve commercial trouble tickets in accordance with internal SLAs
• Perform technical troubleshooting related to internet, transport, voice, and fiber services
• Escalate issues appropriately to NOC, Engineering, or Field Operations when required
• Provide detailed ticket documentation including troubleshooting steps and resolution notes
• Monitor ticket queues to ensure timely response and follow through

Commercial Support Communications

• Serve as primary responder for Commercial Support email engagements
• Provide timely, professional responses to customers and internal stakeholders
• Coordinate technical updates and status communications
• Ensure clear and accurate written communication in all customer interactions

Commercial Projects and Service Changes

• Execute commercial support projects including configuration changes, migrations, and service modifications
• Perform network configuration updates as required for commercial customers
• Support scheduled maintenance activities impacting commercial services
• Coordinate communications related to project timelines and service impact

Change Management and Notifications

• Prepare and distribute change management notifications for commercial impacting work
• Ensure customers and internal teams are informed of scheduled maintenance or service affecting activities
• Maintain records of customer notifications and approvals when required

Operational Support

• Assist as inbound call taker for Commercial Support when necessary
• Provide real time troubleshooting and status updates to commercial customers
• Support queue management during high volume periods
• Participate in after-hours support rotation if applicable

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Required Qualifications

• Associate degree in Information Technology, Telecommunications, or related field or equivalent experience
• 2 plus years of experience in ISP operations, commercial support, or network troubleshooting
• Strong understanding of IP networking fundamentals including VLANs, routing, subnetting, and basic firewall concepts
• Experience working with fiber and business class broadband services
• Familiarity with ticketing systems and monitoring tools
• Strong written and verbal communication skills
• Ability to prioritize and manage multiple concurrent tasks
• Must be able to pass criminal background check and drug test.

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Preferred Qualifications

• Experience with Adtran, Cisco, Juniper, or similar network platforms
• Knowledge of VoIP and SIP services
• Familiarity with change management processes
• ITIL foundation certification (preferred)

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Core Competencies

• Technical troubleshooting expertise
• Strong written communication
• Attention to detail in documentation
• Time management and prioritization
• Customer focused problem resolution
• Ability to work independently in a fast-paced environment

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Performance Metrics

• Ticket resolution time
• SLA compliance
• Quality and completeness of ticket documentation
• Customer communication responsiveness
• Accuracy and timeliness of change notifications

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Summit Broadband is an Equal Opportunity Employer. Summit Broadband, Inc. takes part in the E-Verify program.