Customer Support Rep

Florida  ‐ Onsite
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Keywords

Description

6 months, possible extension

Requirements:
BA/BS Degree or equivalent work experience.
PC experience in a Windows operating environment with strong typing ability.
Excellent interpersonal, verbal and written communications.
Demonstrated problem-solving ability.
Ability to prioritize and handle multiple tasks simultaneously.
Ability to work with minimal supervision. In some cases, such as off peak hours, weekends and holidays, ability to work unsupervised.
Ability to proactively anticipate customer needs and make recommendations to meet those needs.
Minimum of 2 years experience in the telecommunications industry.
Minimum of 2 years of customer service experience.
Ability to work in a multiple shift environment covering 24 x 7 x 365.
Demonstrated success in a team-oriented environment preferred.
Bi-lingual in 1 of the following languages preferred (Spanish, Portuguese, Mandarin)
Minimum of 2 years experience in the Wireless Communications industry preferred.

The Customer Support Analyst is primarily responsible for providing the first level of technical support for products and services. This position will work with customers to assist with troubleshooting and problem resolution.

Principal Duties and Responsibilities:
Analyze customer's problems and issues, including inoperability or inaccessibility of a system, module or function. Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations.
Track customer reported problems following ticketing procedures. Effectively work with NOC, and 2nd level support groups as needed for ticket resolution. Ensure timely follow-up and resolution of customer requests following established severity level guidelines. Achieve group objective of resolving 50% of all customer request with any additional handoffs. Maintain ongoing communication with internal departments (ie- Sales, Marketing, Product Support) to ensure customer satisfaction. Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades. Ensure individual/departmental objectives are met. Effectively support customer notification process. Complete various administrative activities (eg time reporting, email, vmx ).
Start date
n.a
Duration
6months +
(extension possible)
From
Computer Professional Staffing
Published at
11.01.2013
Project ID:
471196
Contract type
Freelance
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