Responsibilities
- Handle inbound and outbound contacts in a courteous, timely, and professional manner
- Be knowledgeable about Internet Service Provider services
- Troubleshoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution
- Take ownership of resolving the customer's reason for contacting Tech Support
- Leverage multiple systems to research and troubleshoot service disruptions
- Coordinate with other departments to resolve issues when needed
- Be comfortable using a Knowledge Base system in conjunction with call handling
- Accurately document customer interaction and code the appropriate call type in the client Customer Relations Management System (Remedy)
- Utilize knowledge base and training to effectively troubleshoot customer situations related to Data, Video, and VoIP Phone system
- Accurately document customer interaction while following all required policies and procedures
- Provide world class customer service every time interacting with customers
- Comply with requirements surrounding confidential information and personal information
- Be a self-starter who stays up to date on ad hoc training activities
- Adhere to all attendance and work schedule requirements
