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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
Email: allen.sproul@veracitynetworks.com
Please send cover letter and resume to Allen at allen.sproul@veracitynetworks.com

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