Tier 1 Support
2 weeks ago
Momentum Telecom empowers human connections through developing, streamlining and integrating cloud voice and cloud-based applications in order to enable others to thrive. An industry leader in customer experience, Momentum Telecom uses superior technology, a geo-redundant network and a nationwide network of more than 500 white label and channel partners to empower businesses to communicate better, faster and more efficiently.
Summary
As a member of our Unified Communications Support team, you will be tasked with providing technical support to Momentum's customers post-implementation. You are the primary point of contact for any support requests and any product application/service support for our customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Answer all calls delivered within 3 rings or less.
- Utilize all required resources and work flows 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, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information.
- Other duties may be assigned
GENERAL DUTIES AND RESPONSIBILITIES:
- Providing superior customer service and advanced technical support for Retail customers including troubleshooting, problem resolution and billing inquiries.
- Serves as a point of resolution for escalated Reseller issues.
- Manages open customer cases to ensure resolution or appropriate escalation to other work groups.
- Identifying and recommending process improvement ideas to Management.
- Contributing to the accomplishment of individual, team and center customer performance goals.
ADDITIONAL DUTIES AND RESPONSIBILITIES
- Project management and other duties as assigned.
- Flexibility in occasionally adjusting schedule as needed for department staffing coverage.
EDUCATION & EXPERIENCE
- High school graduate, some college or technical troubleshooting experience preferred.
- Two years of proven successful customer service experience, inbound call center customer experience preferred.
KNOWLEDGE, SKILLS & ABILITIES
- 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
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