Atlanta based telecommunication company has 2 opening's in there Tier 2 Customer support department. Ideal candidates must be able to work shifts and have strong customer support and technical background. Please reveiw the job description below and only apply if you meet the criteria.
Responsibilities:
• Resolve complex Service Requests, including but not limited to application set-up assistance and provisioning, ownership changes, and other changes to customer accounts.
• Responsible for handling customer calls with a positive problem-solving attitude.
• Properly document in OSS system call purpose and resolution.
• Project management of service requests, service orders and any other external systems to complete requests within acceptable service levels.
• Complete every call with appropriately setting customer expectations for requests including next steps and resolution time frame and notification.
• Properly code service requests using correct product type and subtype. Utilize online resources such as Client Online and the Knowledgebase to resolve customer troubles.
• Serve as an escalation point for tier 1 care agents needing assistance with complex customer requests.
• Actively participate in training classes for new products and services.
• Consult supervisor as needed for problem/complex request resolutions.
• May also perform additional duties such as; data analysis, project management, reporting.
• Provide input for OSS improvements, diagnostic tools and process changes.
• Interact with Technical Support to assist customers with trouble resolution
• Maintain ACD availability to answer all incoming customer calls in queue as overflow from tier 1 care with appropriate opening script, customer identification, Average Talk and Wrap Up time objectives.
• Maintain consistent monitoring of email and web inquiry queues for customer communication
Required Knowledge, Skills & Abilities:
• Strong verbal and written communications and interpersonal skills.Bi-lingual, a plus.
• Strong desktop computer skills to include thorough working knowledge of Windows operating system, PC Hardware, desktop applications and peripherals such as printers and fax machines.
• Production Internet services, ASP, CLEC, ILEC, or DLEC experience
• Understanding of TCP/IP protocol suite. SMTP, DNS, HTTP, etc.
• Understanding of general LAN Networking, DHCP, and NAT
• Must be self-motivated with a good work ethic, and have demonstrated the discipline to work independently.
• Able to work efficiently with the stress of a fast paced environment.
• Problem solving skills, resourceful and effective in making decisions.
• Excellent analytical and problem solving skills
• Excellent verbal and written communications and interpersonal skills
• Self starter who can work effectively both independently and in a team environment
• Ability to manage multiple projects simultaneously
• Understanding of basic voice and data networking concepts
• Understanding of VPN services and required desktop client configuration.
• Ability to work different shifts (i.e. not strictly 9 to 5)
• Willingness to work overtime
• College Degree.B.S. or higher or experience equivalency
• Minimum of 2 years experience in Help Desk and/or Call Center environments
•
Desirable
• Computer Science degree or equivalent expertise and industry experience
• Experience with high-availability computing, network, and storage solutions
• Experience managing IP services such as email and web hosting
• Experience with traditional TDM and/or VoIP telephony.
• Experience in managing both voice and data networks
It is NOT ok to contact this poster with commercial interests.
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