Lingo Telecom, LLC.

Advanced Resolution Center Technician Tier II – Remote, USA

Lingo Telecom, magicJack, UOL, and Credo Mobile, subsidiaries of BRC Group Holdings (Nasdaq: RILY), are a leading cloud communications company as well as a MVNO Cellular phone service provider. They are also the inventors of magicJack and pioneers in voice over IP (VoIP) technology and services.

BRC Group Holdings, Inc. (Nasdaq: RILY) is a diversified holding company, including financial services, telecom, and retail, and investments in equity, debt and venture capital. Our core financial services platform provides small cap and middle market companies customized end-to-end solutions at every stage of the enterprise life cycle. Our banking business offers comprehensive services in capital markets, sales, trading, research, merchant banking, M&A, and restructuring. Our wealth management business offers wealth management and financial planning services including brokerage, investment management, insurance, and tax preparation. Our telecom businesses provide consumer and business services including traditional, mobile and cloud phone, internet and data, security, and email. Our retail businesses provide mobile computing accessories and home furnishings. BRCGH deploys its capital inside and outside its core financial services platform to generate shareholder value through opportunistic investments.

We are seeking a full-time Advanced Resolution Center Technician Tier II. The hourly rate for this position is $21 - $24 per hour.

The Advanced Resolution Center Technician Tier II is an advanced technical position called upon to solve data, VoIP and managed services issues within the Client Services department, handling escalated calls as needed. The ARC Transport – II representative will analyze, troubleshoot and resolve all technical physical issues for repair related, and installation connectivity issues. May remotely troubleshoot customer's equipment or simply educate customers. Responsible for ensuring first call resolution whenever possible. This position is also responsible for all elements related to the coordination of vendor dispatches necessary to install or repair voice and data services for customers.

Duties of this position include, but are not limited to the following:

1. Investigate data and VoIP issues including but not limited to verification of configuration settings (static vs. dynamic), Firewall settings, bridge mode vs PPPOE, etc. and monitors real-time data activity via SolarWinds while responding accordingly to all VoIP, data and/or transport outages.
2. Possesses advanced knowledge about the functionality of standard data products including but not limited to broadband, fiber, PBX, PRI and hosted platforms and utilizes the 7 data layers in troubleshooting client trouble reports and understands how to use this knowledge to perform troubleshooting diagnostics through to resolution
3. Act as a primary liaison between approved vendors, back office departments, and client sites to ensure timely and efficient deployment and repair of services within a 24/7/365 operation, requiring availability across rotating shifts, including weekends and holidays
4. High ability to multitask with inbound calls while also managing ticket buckets with regular communication and updates via prioritization while maintaining personal and team level KPIs
5. Responds to complex inquiries and complaints, doing the necessary diligence to investigate the situation and follow each transaction through to completion, and/or escalates to the appropriate team or party
6. Perform other duties as assigned

Education, Experience, and Skills:

1. 4-6 years of data technology experience and 2+ years of VoIP/telephony experience, or equivalent education/certification; Associate's degree or higher preferred
2. Strong understanding of telephony technologies across broadband, fiber, and VoIP services
3. Experience scheduling and coordinating resources and/or vendor appointments
4. Excellent computer, typing, and time management skills with a high degree of reliability and attention to detail
5. Strong oral and written communication skills with the ability to present information and respond to questions across all levels of the organization
6. Solid interpersonal skills with a customer-focused mindset and sensitivity to customer needs
7. Strong analytical and problem-solving abilities, with the capacity to troubleshoot issues to resolution, interpret varied instructions, and work both independently and collaboratively

BRCGH employees enjoy competitive salaries, access to our 401(k) profit sharing retirement plan and our other benefits including paid holidays, vacation, and sick leave, voluntary group medical, dental, and vision insurance, and company paid life and disability coverage.