Current Openings - Tier 1 Support Representative

Title

Tier 1 Support Representative

Description

GENERAL SUMMARY

The Tier 1 Support Representative is responsible for providing best-in-class customer service and technical support to our cable television, telephone, and internet service customers. The Tier 1 Support Representative must be able to multi-task and support diverse subscriber requests, inquiries, complaints, and Tier 1 level technical support issues. The ultimate goal is one-call resolution for all customers.

RESPONSIBILITIES

Technical

Responsible for providing Tier 1 telephone, video, and Internet support to customers
Resolve customer questions and problems via telephone in areas of system configuration/setup, product functionality, and bugs/enhancements
Perform follow-up testing, and/or troubleshooting in order to assist customers with the most accurate and timely response to their technical support issue(s)
Work with the Network Operations Center, Dispatch, and Field Operations to resolve customer issues in a timely manner
Direct unsolved technical issues to appropriate support groups

Sales

Conduct outbound customer service and inside sales calls
Up-sell services to customers while processing new activation, trouble, and inquiry calls

Customer Service

Serve as primary support liaison between the Company and customers
Possess thorough knowledge of Company product line and other applications utilized by customers
Handle high call volume, covering a full range of customer inquiries concerning monthly billings, delinquent account balances, and complaints about service quality
Use investigative skills to ascertain the nature of the caller’s concerns and develop an action plan to resolve issues
Promote and maintain a high quality, professional service-oriented Company image among customers

KNOWLEDGE, SKILLS, AND ABILITIES

Must be able to adapt to change at a rapid pace while working in a high pressure environment.
Excellent oral communication skills and telephone etiquette required
Must be customer service driven, detail oriented, and a team player
Ability to display patience and give clear directions to resolve technical issues
Basic proficiency with Microsoft applications (Excel, Word, and Outlook)
Must possess the desire to learn new equipment and software
Bi-lingual (Russian or Spanish a plus)

SPECIAL FEATURES

Must be available to cover any shift to support 24x7x365 environment, including weekends and holidays

EDUCATION AND EXPERIENCE

Minimum High school diploma or equivalent
Previous technical support and customer service experience required
Associate’s, Technical, or Bachelor’s degree in telecommunications or related field preferred
Experience with VOIP, LAN, TCP/IP, Microsoft, PBX, Tellabs, Alcatel, Allied Telesyn, Video on Demand, Networking, Fiber Optics, IPTV, and/or communications wiring is a plus

City, State

Pompano Beach, FL and Gulf Shores, AL

Attachments

Connexion Careers