What are the responsibilities and job description for the E-Support Agent position at Zito Media, LP?
Essential functions of the position may include, but are not limited to, the following:
• Respond to electronic communications from customers needing information or assistance.
• Enter payments, troubleshoot technical issues, research status / schedule installation and service calls; research billing issues.
• Communicate with customers in order to respond to questions; resolve service concerns; provide rate and programming information; initiate upgrade of current service and sell our products and services.
• Responsible for technical support, troubleshooting, billing support, general sales and service inquiries of all Zito products and services.
• Continually demonstrate and ensure superior customer service.
• Other functions/duties as assigned, including assisting in the phone queue when needed.
• Must be prompt, punctual and maintain regular attendance.
• Must be available to work evenings, weekends and holidays and be able to work a rotating schedule.
• Perform other related duties and tasks as assigned or as become evident.
Required Skills/Experience:
• Proficiency with Microsoft Office, including PowerPoint and MS Publisher is required.
• Previous experience in a customer service role is required.
• Demonstrated proficiency with email programs, internet and WWW is required.
• Excellent verbal and written communication skills.
• Excellent organizational skills.
• Ability to multitask and manage time well is a must.
• Must be a high energy, positive attitude, team player.
• Ability to work with limited management involvement.
Preferred Skills/Experience:
• Call Center/Help Desk experience.
• In-depth knowledge of both Macintosh and Windows operating systems.
• One year minimum experience in customer service / sales.
• Basic understanding of cable and Internet networks.
• Demonstrated ability to perform basic computer and cable internet troubleshooting.
Zito Media retains the right to change this job description any time. Zito offers a robust benefits package including medical, dental, vision, 401 (k) plan, and discounted services for employees who reside within the Zito coverage areas.
Zito Media is an equal opportunity employer which prohibits discrimination on the basis of race, color, religion, national origin, age or sex. The company encourages job applications from minority and female candidates.