Customer Support Representative II

Responsibilities

• Serves as the first point of contact for customers seeking technical assistance via phone, email, and computer chat.
• Answer inbound customer inquiries via phone, email, chat, or other communication channels in a professional and timely manner.
• Troubleshoot internet connection issues, identify problems related to service outages, slow speeds, and hardware configurations, and provide solutions or escalate issues to the technical support team.
• Performs remote troubleshooting through diagnostic techniques and pertinent questions.
• Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining LAN performance.
• Determines the best solution based on the issue and details provided by customers.
• Directs unresolved issues to the next level of support personnel.
• Provide accurate information on products or services.
• Provide timely follow-ups and updates customer status and information.
• Works cohesively with the team to relay information to appropriate levels of management.
• Improves client references by recording events, root cause and resolutions, and maintaining documentation.
• Responsible for de-escalating irate customers.
• Achieve and maintain expected benchmarks communicated by management monthly.
• Prepare reports as required; enter project information within proprietary software to track progress and completion of projects per line of business, department, communication channel, etc.
• Maintain communication with management regarding development within areas of assigned responsibilities.
• Assist the NOC teams with onsite in unit scheduling.
• Participate in mandatory meetings and training.
• Maintain a positive, empathetic, and professional attitude towards all internal and external customers.

Requirements

• High School Diploma or GED.
• 4+ years of experience in a service/tech support role.
• A successful track record of problem solving in customer service/support role.
• Ability to work in a collaborative environment and adapt to changing circumstances.
• Experience with ticketing systems, Intercom and Aircall is a plus.
• Ability to work a flexible schedule that includes weekends, evenings, holidays.
• Is organized with strong follow-through.
• Must have high speed internet, quiet workspace free from distractions, and a backup plan for power and internet outages.
• The role requires you to be at your desk, ready and available to take calls during scheduled hours.
• Can easily navigate computers and CRM systems.
• Excellent communication and team leadership skills.
• Understand critical milestones that drive operational excellence.
• Flexibility working a variety of shifts with minimal notice.
• Basic technical knowledge.
• Proficiency in the use of a computer, and software applications including Microsoft Office.

Qualifications

• Education: High School Diploma or GED.
• Experience: 4+ years of experience in a service/tech support role.
• Problem Solving: Successful track record of problem solving in customer service/support role.
• Collaboration: Ability to work in a collaborative environment and adapt to changing circumstances.
• Ticketing Systems: Experience with ticketing systems, Intercom and Aircall is a plus.
• Schedule: Ability to work a flexible schedule that includes weekends, evenings, holidays.
• Organization: Is organized with strong follow-through.
• Technical Knowledge: Basic technical knowledge.
• Computer Skills: Proficiency in the use of a computer, and software applications including Microsoft Office.

Skills and Abilities

• Organized and attentive to detail, with the ability to work on multiple tasks/projects simultaneously (multi-task).
• Effective interpersonal skills with the ability to work with personnel at all levels, both within and outside the company.
• Ability to work independently with minimal supervision on a highly productive team.
• Ability to manage budgets, timelines, and resources effectively.
• Easily takes initiative and works independently.
• Maturity, professionalism, and good work ethic.