Momentum Telecom empowers human connections through developing, streamlining and integrating cloud voice and cloud-based applications in order to enable others to thrive. An industry leader in customer experience, Momentum Telecom uses superior technology, a geo-redundant network and a nationwide network of more than 500 white label and channel partners to empower businesses to communicate better, faster and more efficiently. 

Summary 

As a member of our Unified Communications Support team, you will be tasked with providing technical support to Momentum's customers post-implementation. You are the primary point of contact for any support requests and any product application/service support for our customers. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Answer all calls delivered within 3 rings or less.
• Utilize all required resources and work flows to accurately resolve or escalate customer issues.
• Adhere to Momentum Telecom Company and department policies and procedures.
• Maintain acceptable performance according to published standards.
• Demonstrate ability to work effectively with other team members.
• Demonstrate exceptional customer service behaviors such as: being friendly and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information.
• Other duties may be assigned 

GENERAL DUTIES AND RESPONSIBILITIES: 

• Providing superior customer service and advanced technical support for Retail customers including troubleshooting, problem resolution and billing inquiries.
• Serves as a point of resolution for escalated Reseller issues.
• Manages open customer cases to ensure resolution or appropriate escalation to other work groups.
• Identifying and recommending process improvement ideas to Management.
• Contributing to the accomplishment of individual, team and center customer performance goals.

ADDITIONAL DUTIES AND RESPONSIBILITIES 

• Project management and other duties as assigned.
• Flexibility in occasionally adjusting schedule as needed for department staffing coverage. 

EDUCATION & EXPERIENCE 

• High school graduate, some college or technical troubleshooting experience preferred.
• Two years of proven successful customer service experience, inbound call center customer experience preferred. 

KNOWLEDGE, SKILLS & ABILITIES 

• Advanced knowledge of Momentum UC Direct and reseller products and services 
• Knowledge of IT configuration and related troubleshooting procedures 
• Demonstrated complex problem-solving abilities 
• Demonstrated exceptional customer service skills 
• Demonstrated exceptional written and verbal communication skills