Help Desk Customer Support Representative

Department:     Help Desk

Reports to:        Customer Service Manager

Starting Pay:     $14.00 - $14.75/hour

The Help Desk Customer Support Representative will work closely with our Reseller’s direct customer base in assisting them with any concerns they may have regarding activation assistance, ordering, network issues, device troubleshooting, payments, or questions about billing.  The position will require 4-6 weeks in-office training with the opportunity to rotate with working remotely and in-office following successful demonstration of job performance and having acceptable internet speeds and a computer.

 ESSENTIAL FUNCTIONS:

• HANDLES INBOUND SUPPORT CALLS FROM CUSTOMERS THAT COME INTO THE HELP DESK
• SOLVE TICKETS THAT ARE SUBMITTED BY CUSTOMERS THROUGH OUR TICKETING SYSTEM
• EFFECTIVELY COMMUNICATE WITH CUSTOMERS IN A PERSONABLE AND RESPECTFUL MANNER TO SOLVE THEIR ISSUES
• CLOSELY MONITOR CUSTOMER ALERTS AND REPORTING IN ORDER TO PREVENT FRAUDULENT ACTIVITY AND OVERAGES CAUSING EXTREME BILLING OVERAGES FOR CUSTOMERS
• WALK CUSTOMERS THROUGH ENTIRE ORDER PROCESS
• WORK WITH THE HELP DESK AND OPERATIONS TEAMS TO SOLVE ALL ACTIVATING, TROUBLESHOOTING, BILLING AND NETWORK ISSUES
• OTHER DUTIES AS ASSIGNED

REQUIREMENTS, EDUCATION, & QUALIFICATION:

• ONE YEAR MINIMUM CUSTOMER SERVICE EXPERIENCE PREFERABLY IN A TELECOMMUNICATIONS ENVIRONMENT
• PREFER ONE YEAR EXPERIENCE PROCESSING SENSITIVE CUSTOMER INFORMATION, NOT LIMITED TO BUT INCLUDING CREDIT CARD AND ACH PAYMENTS
• KNOWLEDGE OF MICROSOFT OFFICE 365
• MUST BE ABLE TO TYPE AT LEAST 35 WPM
• EFFICIENT IN 10 KEY DATA ENTRY
• EXPERIENCE WITH WIRELESS DEVICES PREFERRED
• ABILITY TO WORK A FLEXIBLE SCHEDULE INCLUDING EVENINGS AND WEEKENDS

CANDIDATE PROFILE:

• STRONG organizational and follow-through skills, ATTENTION TO DETAIL, and able to handle shifting priorities
• High level of interpersonal, written, and verbal communication skills; Expresses self clearly and effectively during conversations
• Maintain the highest degree of confidentiality, professionalism, and diplomacy, while working with sensitive, confidential and/or proprietary material;
• Courteous, Dependable, and Trustworthy
• POSITIVE ATTITUDE, SELF-MOTIVATED, PROACTIVE AND WORKS WELL INDEPENDENTLY OR IN A TEAM SETTING; SEEKS AND DELIVERS IDEAS AND SOLUTIONS

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