Job Listing: Tier 3 Call Center Support

SUMMARY:

To provide advanced troubleshooting of escalated customer inquiries regarding products and services. Educating customers about PC equipment, e-mail, software and other services.

RESPONSIBILITIES:

- Provide technical support of all products and services.
- Receive high volume of incoming phone calls and respond to inquiries in a manner which meets high quality, productivity and other performance standards
- Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines. Inform management of all unresolved complaints
- Respond to customer inquiries via e-mail and telephone, or in-person as necessary
- Save customers from disconnecting services whenever possible
- Triage non-helpdesk issues (NHI's) and open ticket escalations (OTE's)
- Work with all National Help Desks, National and Regional Operations Centers, and local technical staff to investigate, assess, and resolve issues
- Understand and inform customers of all consumer products and services
- Assist in compiling and distributing various reports for management
- Contribute to the development and maintenance of expert database; call tracking systems, and Intranet
- Coordinate effectively with other departments as needed and document activities
- Create accounts and update information on existing accounts. Properly use billing, provisioning, trouble-ticketing, and related customer-management systems
- Monitor, track, and report customer issues on newsgroups, forums, and message boards and communicate pertinent issues to management
- Perform all required functions in an accurate, efficient and professional manner. Follow all company policies and procedures and comply with all performance and attendance standards
- Provide information regarding products and services, and respond to other types of inquiries
- Provide outstanding customer service following all established guidelines, policies, and procedures
- Assist management in the preparation, review, and monitoring of processes and procedures needed to support all HSO related products and services. - Attend meetings as required.
- Strong analytical and problem solving skills are essential.
- Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs
- Provide advanced technical phone support for our Digital Phone subscribers and field technicians, Diagnose and resolve software/hardware problems including identifying customer premises equipment - Participate in Broadband product and technical training for all divisional employees, including the development of FAQ’s and troubleshooting guidelines and policies.
- Resolve specific technical issues regarding more advanced aspects such as the NIC, PC settings, server data and boot files and installing hardware and drivers.
- Analyze customer history data to determine which solutions have been tried and provide alternative recommendations.
- May perform other related duties and responsibilities as assigned and/or required.

QUALIFICATIONS:

-Two years experience working in a fast paced customer support environment requiring heavy telephone, e-mail, or face-to-face interaction; or equivalent combination of education and experience.
-Two years of experience with broadband product (voice, video and/or data) technical support.
-Must have strong verbal and written communication skills, good basic math, and organizational and problem solving skills with consistent accuracy, strong initiative and ability to work without close supervision.
-Must possess strong analytical skills, ability to create reports and track data. Must operate within acceptable ACD parameters and call handling expectations, have a good attendance record, and have a pleasant personality and telephone manner.
-Typing speed of 40 WPM is required.
-Must have demonstrated ability to project a positive, professional company image and proven ability to promote positive customer relations and working relationships on a consistent basis.

Hours vary between 1st and 2nd shift, no graveyards though. Some weekend shifts as well.

Multiple openings available. For immediate consideration please call Mike Strohm at 719.277.6008 an/or email resume to mstrohm@aerotek.com.

Required Skills for Tier 3 Call Center Support Job:

About Aerotek Professional Services:

Join Aerotek Professional Services. Our customized employment solutions and personalized approach give job seekers access to great opportunities with competitive salaries. Aerotek offers comprehensive benefits that can include medical, dental, optical, and optional 401k. Don't put your career in the hands of just anyone; put it in the hands of a specialist. Launch or rejuvenate your career today with Aerotek Professional Services! Allegis Group and its subsidiaries are equal opportunity employers.