Momentum is a company focused on providing quality technical support to its clients. The Customer Service Rep 1 will deliver superior customer service and technical support to resellers, customers, and end-users, while managing escalated issues to resolution.
Responsibilities
- Providing superior customer service and technical support to data and voice subscribers
- Field inbound Calls resolving technical VoIP and data connections issues
- Meet all individual performance goals and standards
- Must be able to work independently with minimal guidance and demonstrate a sense of urgency for customer impacting issues
- Initiate, update, escalate, track and close trouble tickets
- Monitor for ticket responses in accordance with established SLA’s
- Troubleshoot and resolve MSO escalations as well as subscriber-level data/voice issues, including equipment and application issues
- Submit service dispatch requests (truck rolls)
- Perform outbound calls to customers/end-users as follow-up to open cases
- Demonstrate friendly, caring, empathetic support to both internal and external business customers
- Adhere to Momentum policies and procedures
- Maintain acceptable performance according to published standards
- Other duties as assigned by management
Skills
- High school graduate
- Ability to provide superior customer service and technical support to data and voice subscribers
- Ability to field inbound calls resolving technical VoIP and data connections issues
- Ability to meet all individual performance goals and standards
- Ability to work independently with minimal guidance and demonstrate a sense of urgency for customer impacting issues
- Ability to initiate, update, escalate, track and close trouble tickets
- Ability to monitor for ticket responses in accordance with established SLA's
- Ability to troubleshoot and resolve MSO escalations as well as subscriber-level data/voice issues, including equipment and application issues
- Ability to submit service dispatch requests (truck rolls)
- Ability to perform outbound calls to customers/end-users as follow-up to open cases
- Ability to demonstrate friendly, caring, empathetic support to both internal and external business customers
- Ability to adhere to Momentum policies and procedures
- Ability to maintain acceptable performance according to published standards
- Regular and predictable job attendance
- Ability to adhere to a flexible schedule in order to ensure coverage on all shifts
- Ability to sit for extended periods
- Ability to use hands to reach, hold and type
- Ability to hear and possess strong listening skills
- Ability to speak clearly
- Some college and/or knowledge of computing, networking
- A+, Network+ certification
- VoIP experience
- Exposure to Microsoft Office Suite and spreadsheets
- Working knowledge of TCP/IP, VLAN, NAT, DNS, DHCP
- Knowledge of the cable modem/internet industry
- Knowledge of PC configuration and related applications
- Knowledge of email, internet and VoIP setup, configuration and troubleshooting
Benefits
- A hybrid schedule (requiring a minimum of 3 days per week in office) may be approved after onboarding, dependent on meeting employee performance, attendance and conduct standards and any additional needs for future training.
- If this cannot be guaranteed, then employees would be expected to report to the office.
Company Overview
We unleash human momentum with collaboration, connectivity, and communications technology. It was founded in 2000, and is headquartered in Atlanta, Georgia, USA, with a workforce of 501-1000 employees. Its website is https://gomomentum.com/.