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Tier 1 Support Specialist

Job Description:

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.

Responsibilities:

  • 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.

Qualifications:

  • 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.
  • Positive attitude
  • 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

Education Requirements:

  • High School Diploma or G.E.D.
  • Associates Degree and/or continuing education classes preferred

 

 

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