Customer Service Support

Texas  ‐ Onsite
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Keywords

Description

DESCRIPTION
The 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.
Qualifications
  • 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.
Start date
n.a
From
Generic Network
Published at
18.10.2011
Project ID:
255388
Contract type
Freelance
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