Description
DESCRIPTIONThe Customer Service Support consultant will perform outage and escalation support functions for issues that directly impact consumer centers sales and support organizations including Mobility, Ecommerce, Sales & Service, Broadband, and Narrowband.
Responsibilities
- Support outage management and escalation by utilizing call center support knowledge to understand outage/issue impacts that effect normal operating conditions.
- Escalate resolution efforts through established channels, communicate status to management teams, actively participate in outage conference calls, and work with other departments in support of outages/issues associated with Network, Telephony, Call Routing, and IT/Application outages.
- Support emergency response efforts, such as, call center evacuation, significant weather impacts, and any other external influences that are having an adverse effect on consumer support.
- Use current documented processes and may be tasked with creating, implementing, and carrying out actions associated with new operation processes, interface agreements, and scope of support documents.
- Strong written/verbal communication skills.
- Proficiency in Microsoft Office Suite.
- Ability to work in a environment.
- Previous experience with call center operations.
- Knowledge of call routing, Avaya CMS, Genesys.
- Previous crisis management experience.
SKILLS
Strong written/verbal communication, Proficiency in Microsoft Office Suite, Ability to work in a environment, Previous experience with call center operatio, Knowledge of call routing, Avaya CMS, Genesys, Previous crisis management experience
Synectics offers competitive salaries and a full suite of benefits. EOE.