Customer Service Rep 1 (Technical Support)
Momentum is a company focused on providing quality technical support to its clients. The Customer Service Rep 1 will deliver superior customer service and technical support to resellers, customers, and end-users, while managing escalated issues to resolution.
Responsibilities
- Providing superior customer service and technical support to data and voice subscribers
- Field inbound Calls resolving technical VoIP and data connections issues
- Meet all individual performance goals and standards
- Must be able to work independently with minimal guidance and demonstrate a sense of urgency for customer impacting issues
- Initiate, update, escalate, track and close trouble tickets
- Monitor for ticket responses in accordance with established SLA’s
- Troubleshoot and resolve MSO escalations as well as subscriber-level data/voice issues, including equipment and application issues
- Submit service dispatch requests (truck rolls)
- Perform outbound calls to customers/end-users as follow-up to open cases
- Demonstrate friendly, caring, empathetic support to both internal and external business customers
- Adhere to Momentum policies and procedures
- Maintain acceptable performance according to published standards
- Other duties as assigned by management
Skills
- High school graduate
- Ability to provide superior customer service and technical support to data and voice subscribers
- Ability to field inbound calls resolving technical VoIP and data connections issues
- Ability to meet all individual performance goals and standards
- Ability to work independently with minimal guidance and demonstrate a sense of urgency for customer impacting issues
- Ability to initiate, update, escalate, track and close trouble tickets
- Ability to monitor for ticket responses in accordance with established SLA's
- Ability to troubleshoot and resolve MSO escalations as well as subscriber-level data/voice issues, including equipment and application issues
- Ability to submit service dispatch requests (truck rolls)
- Ability to perform outbound calls to customers/end-users as follow-up to open cases
- Ability to demonstrate friendly, caring, empathetic support to both internal and external business customers
- Ability to adhere to Momentum policies and procedures
- Ability to maintain acceptable performance according to published standards
- Regular and predictable job attendance
- Ability to adhere to a flexible schedule in order to ensure coverage on all shifts
- Ability to sit for extended periods
- Ability to use hands to reach, hold and type
- Ability to hear and possess strong listening skills
- Ability to speak clearly
- Some college and/or knowledge of computing, networking
- A+, Network+ certification
- VoIP experience
- Exposure to Microsoft Office Suite and spreadsheets
- Working knowledge of TCP/IP, VLAN, NAT, DNS, DHCP
- Knowledge of the cable modem/internet industry
- Knowledge of PC configuration and related applications
- Knowledge of email, internet and VoIP setup, configuration and troubleshooting
Benefits
- A hybrid schedule (requiring a minimum of 3 days per week in office) may be approved after onboarding, dependent on meeting employee performance, attendance and conduct standards and any additional needs for future training.
- If this cannot be guaranteed, then employees would be expected to report to the office.
Company Overview