Customer Service Specialist I

General Summary:

The Customer Service Specialist I is primarily responsible for providing the first level of technical support for products and services.  This position will work with customers and internal support teams to assist with trouble shooting and problem resolution.

 

Principal Duties and Responsibilities:

 70%
 
 ·         Analyze customer’s issues and questions, including inoperability or inaccessibility of a system, module or function.  Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations
·         Track customer reported problems following ticketing procedures
·         Effectively work with NOC, and 2nd level support groups as needed for ticket resolution.
·         Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completions Dates
·         Whenever possible, resolve customer requests without additional hand-off (First-touch resolution)
 
 20%
 
 ·         Maintain ongoing communication with internal departments (i.e.- Sales, Marketing, Product Support) to ensure customer satisfaction
·         Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades
 
 10%
 
 ·         Ensure individual/departmental objectives are met
·         Effectively support customer communication processes
·         Complete various administrative activities (e.g. time reporting, email, vmx…)
 
 

 
 

 

 

Job Requirements:

·         BA/BS Degree or equivalent work experience

·         PC experience in a Windows operating environment with strong typing ability

·         Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred

·         Excellent interpersonal, verbal, and written communications

·         Demonstrated problem-solving ability

·         Ability to prioritize and handle multiple tasks simultaneously

·         Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends and holidays, ability to work unsupervised

·         Ability to proactively anticipate customer needs and make recommendations to meet those needs

·         Minimum of 2 years experience in the telecommunications industry preferred

·         Minimum of 2 years of customer service experience

·         Ability to work in a multiple shift environment

·         Demonstrated success in a team-oriented environment preferred

·         Bi-lingual Spanish, English