General Summary :
The purpose of this position is to serve as a first level of support for customers / outsourcers to resolve issues. Provide dedicated support for analyzing and detecting issues on behalf of the customer.
Also provide support for the applications and prompt resolution to cases.
Principal Duties and Responsibilities :
Serve as a primary focal point for customers / outsourcers
Answer all incoming calls within department guidelines.
Assist in identifying ongoing system issues verses training
Complete cases within the commitment period.
Ensure specific customer Service Level Agreements are met within guidelines.
Ensure individual / departmental objectives are met.
Analyze, detect and suspend fraud cases.
Troubleshoot cases within the applications and resolve customer issues within guidelines.
Develop and maintain customer relationships
Serve as the focal point for all customer contact.
Provide excellent service to all customers to meet customer expectations.
Escalate or resolve all system and program problems associated with job requests
Provide 1st level support for technical issues.
Gather data and analyze problem.
Resolve the issue, or escalate to the next level if necessary.
Provide application specific subject matter expertise to internal organization
Serve as an expert technical resource regarding applications.
Participate is cross-functional teams
Work in conjunction with management team to identify any training / procedure related issues and forward to appropriate groups for resolution.
Work with inter-departmental groups to provide input or resolve issues.
Assist in cross-training efforts of other team members
Attend train the trainer sessions.
Assist in the cross-training efforts of employees within the group.
Provide input to the training team on ongoing training solutions.
Job Requirements :
Data entry skills alpha / numeric minimum of 5000 to 8000 key strokes per hr (this will be tested)
Minimum 3 years customer service experience
Minimum 3 year experience in Windows working environment
Minimum 3 year troubleshooting experience
Minimum 1 year telecommunications industry experience
Excellent analytical skills
Excellent verbal and written communications skills
Strong interpersonal skills
Ability to work in a team oriented environment
Ability to work rotating, night, weekends, and holidays
Ability to work with minimal supervision. In some cases such as off peak hours, weekends and holidays, unsupervised.
Ability to make decisions.
Ability to learn and work in multiple billing systems and applications simultaneously.
Working Conditions :
No hazardous conditions.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.