TECHNICAL SUPPORT REPRESENTATIVE

Intelliverse,  a leading provider of enhanced communications services, currently has an opening for a Technical Support Representative located in Atlanta, GA.

SUMMARY

The position is responsible for providing customer support for clients by providing timely and accurate information to incoming customer calls, product knowledge and problem resolution.  The position requires the ability to work under pressure, evaluate problems, and determine solutions and excellent communication skills

 

ESSENTIAL DUTIES AND RESPONSIBILITIES



 

1.  Maintain the VISION, MISSION, AND GOALS of the Client Services unit and the entire organization.

2.  Provide alternate (to Team Leader) escalation assistance and support for the Account Specialist I on critical issues.

3.  Maintains timely administration of new accounts and adds/moves/changes on the customer database.

4.  Assist a team of Account Specialist I.

5.  Answers routine questions and provides training to users and coordinators on their services and systems as to functions and administrative procedures.

6.  Interfaces with IS Support, Technical Support and Billing to maintain database accuracy.

7.  Provides basic troubleshooting for customer problems and if necessary, escalates to the Team Leader.

8.  Maintains customer?s security regarding access and security codes.

9.  Seamlessly transitions accounts that are transferred from another Account Specialist.

10.  Produces user materials to customer in a timely and efficient manner. (User Guide/trouble shooting guide)

11.  Performs other administrative and coordinator activities, such as filing, special projects, etc., as assigned.

 QUALIFICATIONS

 The ideal canidiate should pocess one year help desk or customer service experience with network connectivity and network device configuration (modems, routers, etc) expertise.  Experience troubleshooting VoIP technology and networks preferred.  Experience with Micosoft Office Programs a plus

 EDUCATION AND/OR EXPERIENCE

 Associates degree or college credit completion. BS/BA or equivalent experience preferred. Telecommunications background or knowledge of industry preferred Intelliverse offers a competitive salary and benefits packages.  Qualified candidates should submit their resumes with salary history/requirements to jobs@intelliverse.com , ATTN. HR Director EOE