CALL CENTER: TECHNICAL SUPPORT I

Job Description

Job Requirement

Your Core Responsibilities would be

• Provide prompt resolution to customers via telephone and/or e-mail to
  assist with a variety of customer inquiries and issues.
• Strives for First Call Resolution while handling all issues with
  urgency, ownership and accountability.
• Perform complex diagnostic troubleshooting to resolve data service issues.
• Leverages a variety of software applications to manage customer
  account information and diagnose and resolve technical difficulties.
• Identify opportunities for process improvements & recommends
  solutions to leadership.
• Communicate effectively with customers in a professional manner while
  setting accurate expectations for issue resolution.
• Recognize and diffuse difficult customer situations utilizing all
  resources, interpersonal and negotiating skills to come to resolution.
• Ability to articulate relevant information regarding billing cycles,
  processes, and prorates effectively.
• Act as a product consultant to business owners by articulating
  product features and benefits and making recommendations for new lines
  of business, upgrades or other services
• Other duties and responsibilities as assigned.