Momentum Telecom is growing and always on the lookout for great talent! Even if you don’t see a job posted below that you’re looking for, we still encourage you to apply.
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Tier 1 Support Specialist
The Tier 1 Support Specialist is responsible for providing initial customer service and troubleshooting for Momentum Telecom customers. Success in this role depends on an individual’s ability to be able to multitask, demonstrate excellent communication skills, have the ability to learn and understand new technologies and provide top world class service. The Tier 1 Support Specialist will take direction from the Technical Assistance Center Manager and provide support for the Tier 2 function and enable us to demonstrate efficient and effective service to our clients and partners.
Manage, update, assign and close Tier 1 service tickets
Manage move, add, changes and disconnects for customer service tickets
Contact customer when verbal updates are required
Create, update, track, and close customer service tickets
Provide back-end help with basic provisioning
Escalate tickets to Tier 2 engineers or management when necessary
Provide first level inbound telephone and email support for customers by troubleshooting, investigating and resolving customers' questions and issues with Momentum products and services.
1-2 years of customer service experience
Previous call center experience
Entry level IT troubleshooting skills
Knowledge of VoIP/telecommunications preferred
Must have the ability to use a computer, associated software products (i.e. Microsoft Word, Excel, PowerPoint and/or Outlook), and the Internet.
Avid user of technology, willingness to learn new features and products
Strong organization and communication (written and verbal) skills
Excellent customer service skills
Ability to listen intently to gain full understanding of client’s needs and request
Ability to use computer software programs while assisting customers, and properly documenting information relative to the call.
Ability to work an occasional on-call or modified schedule
Ability to work under pressure
Ability to manage multiple tasks
Ability to thrive in a fast paced environment
A team orientation and desire to partner and collaborate within one's team and cross functionally.
Ability to gain documented knowledge of all Momentum products and services