Technical Support Rep 1 - ECS
On-siteBirmingham, Alabama, United States
Birmingham, Alabama, United StatesOn-siteFull TimeMedium
Full TimeMedium
Job Summary
Answer all calls delivered within three rings and utilize resources to resolve or escalate customer issues for Momentum Retail clients and resellers. Troubleshoot, provide accurate information, and diffuse upset customers while managing open cases to ensure resolution or appropriate escalation. Identify process improvements and contribute to performance goals. Maintain adherence to company policies and demonstrate exceptional customer service behaviors. Some shift work is required for evening and weekend staffing coverage.
Required Qualifications
- High school graduate
- Some college
- Technical troubleshooting experience
- Two years of proven successful customer service experience
- Inbound call center customer experience
- Advanced knowledge of Momentum UC Direct and reseller products and services
- Knowledge of IT configuration and related troubleshooting procedures
- Demonstrated complex problem-solving abilities
- Demonstrated exceptional customer service skills
- Demonstrated exceptional written and verbal communication skills
- Some shift work required for evenings and weekends
- Some overtime is required
- Ability to sit
- Ability to use hands to finger, handle, or feel
- Ability to reach with hands and arms
- Ability to talk and hear
- Ability to stand
- Ability to walk
- Ability to climb or balance
- Ability to stoop, kneel, crouch, or crawl
- Ability to lift and/or move up to 25 pounds
- Close vision
- Distance vision
- Color vision
- Depth perception
- Ability to adjust focus
- Ability to speak clearly
- Successful completion of our Support Training Program
Desired Qualifications
- High school graduate, some college or technical troubleshooting experience preferred
- Two years of proven successful customer service experience, inbound call center customer experience preferred
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.