RESPONSIBILITIES INCLUDE:
- Heavy inbound/outbound technical call handling, create internal trouble tickets and carrier tickets, taking corrective action as required or contacting the appropriate parties to resolve issues.
- You will be working with customers via email, chat, and phone to resolve issues. You will have to determine the appropriate actions to take and have the self-motivation to deal with the service issue.
- Manage and prioritize, including technical tickets to meet agreed target resolution times.
- Provide a professional and courteous customer service experience and set expectations based on agreed processes.
- Manage multiple issues simultaneously in high pressure environment where change is commonplace.
- Make follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the client's satisfaction and use interpersonal skills to build strong relationships.
- Log/document all interactions and issues efficiently.
- Determine source of problems (hardware, software, user, etc.) and advise on appropriate action for resolution.
- Provide technical support, to include training, to end users.
- Escalate to Senior/Lead Technician on shift as necessary for trouble resolution
- Troubleshoot and interact with leads, managers and tier 2 techs to make sure the customer issues are resolved as quickly as possible.
- Work with other departments to help in resolving complex service issues.
- Position requires a minimum of two (2) years previous job-related experience.
- 1+ years providing excellent customer service and support within a technical organization
- 1+ years of experience researching and resolving issues within a timely manner
- Understanding of Originating and Terminating Call Flows
- Basic troubleshooting skills
- Excellent attention to detail and note taking
- Ability to sit at a computer for long periods of time
- Ability to communicate clearly and effectively over the phone
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- Familiar with SIP (Session Initiated Protocol), RTP (Real-time Transport Protocol)
- CCIE Network Certification a plus
- LAN/WAN, router, and firewall technologies a plus
- CODECS (G711, G729) a plus
