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Customer Support Assistant Manager/Senior Tech

Summary:
Interact with customers to provide prompt and professional technical assistance, training, process inquiries, concerns and requests about products and services.
Essential Duties and Responsibilities:
Record details of interactions, inquiries, comments and complaints
Provide advanced technical issue resolution via E-Mail, phone and other electronic media
Deal directly with escalated customers by phone, electronic mediums, or face-to-face
Respond promptly and professionally to customer inquiries
Handle and resolve escalated customer complaints
Resolve escalated service issues with T-1s, DSL, fiber, and other product lines
Provide department training on new policies and procedures
Process orders, forms, applications, and requests
Direct requests and unresolved issues to the designated resource
Assist managing day-to-day operations of customer support team
Provide training to clients in the use of system, applications, and services
Follow-up on customer interactions
Communicate and coordinate with internal departments
Schedule department PTO
Demonstrate expert understanding of industry and application operations related to company offered services
Demonstrate expert knowledge of company offerings and services
Train new team members
Perform light lifting 25lbs
Other duties will be assigned as required
Education and Experience
Advanced Microsoft Office skills, including Excel, embedded formulas, and macros
Knowledge of customer service principles and practices
Knowledge of telecommunications industry products, services, and practices
Expert in Internet related applications such as E-Mail clients, FTP clients and Web Browsers
Excellent communication (oral and written), interpersonal, organizational, and presentation skills
Experience troubleshooting hardware and software issues
Experience troubleshooting networks, switches, and routers
Self-motivated, detail-oriented and organized
Able to work independently and efficiently to meet deadlines
Able to promptly and professionally answer support related email, phone calls and other electronic communications
Ability to type
High school diploma, general education degree or equivalent
Typing proficiency: 40-60 wpm
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty. The requirements listed above are representative of the knowledge, skill, and/or ability required.
Language Skills:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
To perform this job successfully, an individual should have knowledge of Contact Management systems; Database software; Internet software and Word Processing software.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Contact: Allen Sproul
Phone: 801-379-3000
Email: allen.sproul@veracitynetworks.com
Please send cover letter and resume to Allen at allen.sproul@veracitynetworks.com

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