Customer Service Representative

2 months ago


Fort GreggAdams, United States By Light Professional IT Services Full time
Job Summary

By Light Professional IT Services is seeking a highly skilled Customer Service Representative to support our Regional Network Enterprise Center (RNEC) operations. The successful candidate will provide exceptional customer service, troubleshoot technical issues, and maintain accurate records.

Key Responsibilities
  • Customer Service Desk Support: Respond to customer inquiries, resolve technical issues, and provide timely support for telecommunications technology.
  • Trouble Ticket Management: Ensure accurate submission and tracking of trouble tickets in the database of record.
  • Telephone Support: Respond to customer service requests, isolate and repair telephone troubles, and process requests for moves, adds, and changes.
  • File Maintenance: Maintain accurate records of completed work requests and forward communications trouble tickets to the appropriate work center or branch.
  • Emergency Maintenance: Provide after-hours support for emergency maintenance requirements, including restoral and other actions that cannot wait until normal duty hours.
  • Customer Billing and Reporting: Collect, enter, and maintain customer billing data using the Telephone Management System (TMS) and generate ad-hoc reports as requested.
  • TMS Database Maintenance: Accurately maintain the TMS database, identifying physical location and status of telephone lines for E911 response purposes.
Requirements
  • Education: Associate's degree or higher.
  • Experience: Minimum of three years of customer service desk experience.
  • Technical Skills: User-level experience with Microsoft Windows OS, Microsoft Office Products (including Visio), and Adobe Acrobat.
  • Language Skills: Fluent in spoken and written English, including technical terms commonly used in information technology (IT), network routing and switching, telecommunications, IT maintenance, and technical control facilities.
  • Security Clearance: Secret clearance required.


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