Customer Support Representative
Posted 09/18/14
Job Description:
We are seeking experienced customer support professionals to assist our customers with their cloud and premise telecommunications systems.
You will be responsible for resolving customer issues via telephone and email, including troubleshooting installation, configuration, quality of service, and how-to application issues. You will be expected to record all customer interaction in a CRM and escalate complex problems, when necessary. The ideal candidate will have experience in troubleshooting and resolving technical issues found in telecommunication and enterprise networks.
Responsibilities:
- Answer incoming customer service/tech support calls
- Create service orders for either onsite or remote technical dispatch
- Provide first-level troubleshooting and assistance for VoIP and telephone features
- Input, track and escalate trouble tickets
- Initiate contact and chase service requests with affiliate telecom suppliers
- Remotely access customer systems for basic modifications
- Follow up and close out open issues
- Respond to requests for information
- Accurately update documentation
- Meet or exceed customer satisfaction
Qualifications:
- 2+ years of customer support experience
- Knowledge in a cloud computing or telephony environment helpful
- Proficient with computers and familiar with Microsoft Office
- Basic understanding of routers, switches, and network equipment helpful
- Advanced candidates would have a knowledge of Unified Communications and VOIP technologies
- Strong organizational and time management skills
- Excellent verbal and written communication skills
- Team player with positive attitude
Compensation dependent on experience.
If you feel you are qualified for this position, please email us at hr@themaynardgroup.com
