Job Description
KEY RESPONSIBILITIES:
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Provide first contact support for residential and commercial customers to resolve video, voice and internet connectivity issues.
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Demonstrate outstanding customer service skills to exceed customer expectations and minimize escalations by taking ownership of customer-reported issues.
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Answer calls, generate trouble tickets and update tickets, as needed, until the issue is resolved.
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Diagnose, troubleshoot and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements.
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Illustrate diplomacy, tactfulness and empathy when dealing with customers.
KEY COMPETENCIES:
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Skills in troubleshooting, solving problems and root cause analysis
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Efficiency and consistency when working in a fast-paced, conflict resolution environment.
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Must be able to exhibit written and oral communications skills to a standard as set by the company.
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Flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.
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Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-windowed based environment.
QUALIFICATIONS AND EXPERIENCE:
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Prior experience in a similar capacity
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Ability to type in excess of 30 words per minute
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1+ years of customer service experience in a similar performance managed environment
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Prior technical support / troubleshooting experience preferred.
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