Customer Service Rep 1 (Technical Support)
Momentum is a company that provides technical support to its White Label Enterprise resellers and customers. The Customer Service Rep 1 is responsible for delivering quality technical support and ensuring escalated issues are tracked 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
- Demonstrated exceptional customer service skills
- Excellent verbal and written communication skills
- Analytical mindset with strong attention to detail and accuracy
- Must be able to work independently with minimal guidance and demonstrate a sense of urgency for customer impacting issues
- Regular and predictable job attendance is an essential function of this position
- 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
Company Overview
Company H1B Sponsorship