Vacancy expired!
Hours of operation: 24 x 7 x 365
Responsibilities:
- Provide phone support for new and existing residential & commercial customers in a 24x7 environment.
- Troubleshoot reported service problems for customers and assist customers in connecting to clients network
- Work with multiple software systems with supporting customer information.
- Enter steps taken into trouble ticket tracking software.
- Work with other departments to resolve customer issues quickly.
- Assist customers with questions regarding Internet service, software requirements for connection and hardware compatibility.
- Maintain knowledge of all products, procedures and service initiatives.
- Provide an excellent customer experience.
- Respond to support mail, fax and hand written communications.
- Maintain updated technical knowledge.
Qualifications:
- Minimum 6 months phone support or help-desk experience
- Experience working a customer service field preferred.
- Excellent verbal and written communication skills.
- Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections.
- Strong work ethic and self-starter- able to effectively manage multiple priorities and adapt to change with a fast-paced business environment.
- Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
- Ability to learn and navigate new software quickly