Technical Support Rep 1 - ECS

About the company

Momentum is a leading global provider of managed cloud communications services to medium and large enterprise customers. Our offerings include cloud voice, unified communications, collaboration, and managed data connectivity including SD-WAN. Momentum is at the forefront of innovation in the voice and unified communications space. We are committed to developing cutting-edge solutions that enhance communication and productivity for businesses worldwide. This position is based out of Momentum's Birmingham, AL office or Knoxville, TN office.

Responsibilities

• Answer all calls delivered within 3 rings or less.
• Utilize all required resources and workflows to accurately resolve or escalate customer issues.
• Adhere to Momentum Telecom Company and department policies and procedures.
• Maintain acceptable performance according to published standards.
• Demonstrate ability to work effectively with other team members.
• Demonstrate exceptional customer service behaviors such as being friendly and caring, listening, showing empathy, diffusing upset customers, and providing accurate troubleshooting processes and information.
• Provide superior customer service and advanced technical support for Retail customers, including troubleshooting, problem resolution, and billing inquiries.
• Serve as a point of resolution for escalated Reseller issues.
• Manage open customer cases to ensure resolution or appropriate escalation to other work groups.
• Identify and recommend process improvement ideas to Management.
• Contribute to the accomplishment of individual, team, and center customer performance goals.
• Perform project management and other duties as assigned.
• Occasionally adjust schedule as needed for department staffing coverage.

Requirements

• High school graduate; some college or technical troubleshooting experience preferred.
• Two years of proven successful customer service experience; inbound call center customer experience preferred.
• Advanced knowledge of Momentum UC Direct and reseller products and services.
• Knowledge of IT configuration and related troubleshooting procedures.
• Demonstrated complex problem-solving abilities.
• Demonstrated exceptional customer service skills.
• Demonstrated exceptional written and verbal communication skills.

Job conditions

• Some shift work required for evenings and weekends; some overtime is required.
• Required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear.
• Occasionally required to stand, walk, climb or balance, and stoop, kneel, crouch, or crawl.
• Occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, depth perception, and ability to adjust focus.
• Must be able to speak clearly.
• Continued employment in this role requires successful completion of our Support Training Program.