Business Solutions Specialist - Internal Applicants ONLY
On-siteHamilton, Hamilton City, Bermuda
Job Summary
Respond to incoming calls and helpdesk emails regarding products, services, and billing matters while maintaining professional standards. Provide Tier 1 technical troubleshooting and support, solve tickets, and assist with the complete sales process including up-selling and cross-selling. Update CRM and billing systems with key customer information, escalate Tier 2 and Tier 3 matters to managers, and collaborate with Finance on billing issues. Monitor technical portals to identify customer-impacting incidents and participate in scheduled training to stay informed on One Communications' fixed and wireless offerings. Available for standby on a rotational basis.
Required Qualifications
- Must be available for standby on a rotational basis
- Excellent business communication skills (comprehension, written, and spoken)
- Superior customer service and interpersonal abilities
- Excellent problem solving skills and the desire to help others solve problems
- Must be team oriented, results oriented, and detail oriented
- Outstanding time-management skills and ability to work well under tight time limits
- Effective work discipline; a high degree of organizational skills and ability to prioritize workload
- Ability to remain calm and effective under pressures of peak-hours or when dealing with difficult situations
- Ability and enthusiasm to adapt to an ever-changing environment and industry
- Undergraduate degree in Business Administration or equivalent certification(s)
- A minimum of 5 years relevant work experience in a Customer Service role/environment (preferably in a technical telecommunications field)
- Proficiency with the Microsoft Office platform
Desired Qualifications
- A strong understanding of Telecommunications (Wireless and Fixed Services) would be an asset
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