What are the responsibilities and job description for the Technical Support Rep 2 - ECS position at Momentum?
SUMMARY
The Technical Support Rep 2 is responsible for providing advanced technical support to Momentum's direct business customers and Momentum resellers.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
GENERAL DUTIES AND RESPONSIBILITIES :
- Provides superior customer service and advanced technical support for direct business customers including troubleshooting, making configuration changes, processing change orders, answer how to questions, and billing inquiries.
- 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 departmental policies and procedures.
- Maintain acceptable performance according to published standards.
- Demonstrate ability to work effectively with other team members.
- Identifies and recommends process improvement ideas to Management.
- Demonstrate exceptional customer service behaviors such as : being friendly and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information.
- Contributes to the accomplishment of individual, team and customer performance goals.
- Troubleshooting technical problems, setting up advanced configurations, escalating with telecom carriers, escalating with internet service providers, and handling all escalations from Tier 1.
- Being the point on unresolved issues to ensure resolution or appropriate escalation to other work groups.
ADDITIONAL DUTIES AND RESPONSIBILITIES
EDUCATION & EXPERIENCE
KNOWLEDGE, SKILLS & ABILITIES
JOB CONDITIONS
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this
job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job requirements include :
