Customer Support Technician I

4 weeks ago

Ruislip, United Kingdom TPx Full time

Job Description

General Purpose:

TPx is seeking remote site employees working as customer support technicians to support our customers based in the United States. This role will be responsible for providing effective client service for all internal and external clients by demonstrating exceptional customer service skills; utilizing technical expertise and familiarity with company products and procedures. Full training is provided.


Reports to (Supervisor/Manager):

Manager, Customer Support

Essential Duties and Responsibilities:

Answer customer calls, generate outbound customer calls, chats and emails promptly and professionally, within required service level expectation. Understand and enforce the rules of Customer Proprietary Network Information (CPNI). Respond to, trouble shoot, and resolve all service issues promptly and thoroughly. This includes scheduling dispatches and shipping equipment. Escalate service issues, as necessary, per established escalation procedures. This includes escalating with carriers and partners. Document / record all pertinent customer contact information. Troubleshoot directly with Field Operations including swapping equipment. Work directly with customers on escalated cases to address all their needs. Maintain an agreed upon method of communication with customer. Adhere to policy and practice to protect customer’s account information and services.  Utilize analytical and creative problem-solving skills to resolve customer issues in a timely manner. Documents every interaction into the Ticket and/or Order Management System. Displays a professional demeanor and show resiliency in challenging customer situations. Provides excellent customer service including writing and verbal communication with customers, internal departments, external parties, and anyone else as needed. Deal with customers concerning matters that require tact and resourcefulness. Contacts inter-exchange carriers on customer related issues.  Ensure each call meets or exceeds all Quality Measurements.  Utilize all relevant troubleshooting tools. Log into ACD as scheduled.  Participate in ongoing training and become skilled in any new products and systems. Keep customers informed to the status of their orders and cases, by both email and by phone contact. Address any added responsibilities provided by management.

Required Qualifications:

Graduation from an accredited College or university preferred.  One (1) year of experience in telecom or like industry preferred, with some data entry experience.  Any equivalent combination of education and experience. Possess excellent customer service/public-relations skills Telecommunications, computer networking and repair experience desired.  Ability to multi-task. Flexible with work schedule Strong problem-solving skills  Ability to perform daily and routine functions with minimum supervision PC proficiency; MS Outlook, MS Word, MS Excel, Office 365 Ability to work with and assist fellow technicians. Analytical abilities

Other Qualifications:

Excellent attention to detail Must be available for online training (initial 6 weeks) Motivated Previous customer service experience preferable but not essential Excellent communication skills; verbal and written Enjoys working as part of a team Problem solving abilities Results orientated Good IT skills, particularly in word, excel and outlook Flexibility to work varied schedules including overtime, weekends and public holidays as required to meet business requirements

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