• Answer incoming calls and emails, respond to customer questions and requests.
  • Assess request. Ask effective questions and gather information to determine source of problem and customer needs.
  • Determine and document the issue and route the request to the appropriate engineering resource.
  • Open and manage support cases in ticketing system.
  • Coordinate with internal resources and vendors to locate and ship replacement parts.
  • Establish and communicate expectations to customers.
  • Monitor requests and responses to ensure that Service Level Agreements (SLA) are met.
  • Provide superior customer service throughout the lifecycle of each case.
  • Manage maintenance data to ensure information is current and accurate in CRM.
  • Monitor incoming alarms. Examine to determine behavioral patterns. Review and assign alarms based on criticality of issue.
  • Manage parts needed for support. Check internal stock and coordinate shipped as needed.

 

Qualifications

  • High school diploma or equivalent. Associate’s degree or higher preferred.
  • Two or more years of managing technical support cases and customer service experience.
  • Experience in telecommunications industry a plus.
  • Working knowledge of Microsoft Word, Excel, Outlook and PowerPoint is required.
  • Knowledge of Microsoft CRM is beneficial.
  • Ability to work in fast-paced environment.
  • Excellent verbal and written communication skills.
  • Strong problem solving skills.
  • Ability to work independently.