Customer Support Specialist
2 months ago
Technical Customer Service Representative
TCI Technology Consulting Inc is looking for a dedicated Technical Customer Service Representative for a contract-to-hire role.
Position Overview:
- Deliver technical assistance through incoming and outgoing communications, manage email queues, and document data in an Incident Management System within a Call Center environment.
- Oversee alarm signals, assess, and troubleshoot network issues to proactively reduce disruptions and impacts on service.
- Employ software applications and protocols to allocate field technicians to various tasks.
- Maintain incident tickets for Field Technicians and support them in resolving technical issues.
- Adhere to established procedures, prioritize responsibilities, and swiftly adapt to evolving circumstances in a collaborative setting.
- Acquire knowledge of OSI Model and IP/TDM technologies through team-led training sessions.
- Exhibit exceptional communication skills, customer service orientation, and meticulous attention to detail.
- Capable of functioning in a 24/7 network Call Center atmosphere with flexible scheduling and on-call responsibilities.
Qualifications:
- High School Diploma with a minimum of 6 years in customer service or an Associate's Degree with at least 2 years of relevant experience.
- Outstanding customer service abilities and proficient typing skills.
- Strong focus on detail, compliance with policies, and established procedures.
- Must be a US Citizen and able to secure Public Trust Security Clearance.
Preferred Skills:
- Experience with networking concepts related to OSI Layers 1, 2, and 3.
- Familiarity with networking technologies including SONET, TDM, RF, OSPF, BGP, MPLS, and HSRP.
- Proficient in Network Management tools and Office Software.
- Interest in monitoring metrics and enhancing operational efficiency.
- Experience with Remedy Incident Management System or Dispatch tools.
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