Telecom Client Technician

As a Telecom Client Technician at ViaPath, your key responsibilities will involve troubleshooting and repairing telecommunication equipment, managing kiosk collections, performing preventive maintenance, and directly engaging with clients to ensure top-quality service at customer sites. You'll work independently on assigned service calls, reporting updates and escalating any major issues to ensure customers enjoy uninterrupted service.

To qualify for the Telecom Client Technician role at ViaPath, you need a high school diploma or GED, along with 2-4 years of relevant experience in telecommunications. Familiarity with Windows OS, MS Office, and networking protocols is crucial. Additionally, proficiency in telephony and networking, including wiring and troubleshooting practices, is required to succeed in this role.

Customer engagement is a cornerstone of being a Telecom Client Technician at ViaPath. You will serve as a positive ambassador for the company, establishing trust and maintaining effective communication to resolve issues. Your goal is to foster positive relationships with clients, ensuring their needs are prioritized while managing their service calls efficiently.

Telecom Client Technicians at ViaPath will find themselves working in a dynamic environment that includes government facilities, jails, and prisons. This role requires you to adhere strictly to security guidelines, demonstrating professionalism and reliability while addressing various technical issues in these sensitive settings.

At ViaPath, Telecom Client Technicians have great opportunities for career advancement. By gaining experience and demonstrating expertise in your role, you can explore positions with more responsibility within the field services or technical support teams. Continuous learning and skill development are encouraged to enhance your career trajectory.

When faced with this question, share a specific example of a technical issue you resolved in a telecommunication setting. Discuss the steps you took, including identifying the problem, gathering data, and implementing a solution. Emphasize the importance of attention to detail and your analytical skills.

Explain your approach to prioritizing service calls based on impact and urgency. Discuss how you assess each situation, manage customer expectations, and communicate any delays. Highlight your organizational skills and ability to remain calm under pressure.

Share your strategies for building rapport with clients, such as active listening, clear communication, and follow-up. Mention how you approach difficult conversations and resolve conflicts to maintain trust and foster long-term relationships.

Use this opportunity to detail your past experiences with installing telephony systems, including specific hardware you've worked with. Mention any challenges you faced during installations and how you overcame them, emphasizing your technical proficiency.

Talk about a time when you encountered an unexpected challenge in the field. Describe your problem-solving process, decision-making approach, and how you prioritized tasks to navigate the situation successfully.

Discuss your knowledge of security protocols associated with working in correctional facilities, such as adhering to strict guidelines and maintaining professionalism. Highlight any relevant training or certifications you may have.

Convey your commitment to continuous learning by mentioning specific resources like workshops, webinars, online courses, or technical publications you follow. Describe how staying informed helps you improve as a Telecom Client Technician.

Highlight your proficiency in Windows OS, mentioning any specific tasks you've performed, such as software installations, troubleshooting, or diagnostics. Discuss your experience with networking, including devices you've worked with and protocols you understand.

Share a narrative of when you collaborated effectively with another team member or department. Talk about the project, the roles you both played, and how your teamwork led to a successful outcome, underscoring your ability to work well with others.

Articulate your enthusiasm for the role by discussing ViaPath’s reputation for innovation in correctional technology and your desire to contribute to improving communication for clients in these environments. Align your skills and aspirations with the company's mission to emphasize your fit for the position.