Customer Service Desk Analyst 2 Job ID - 3084

iconectiv, LLC. • Bridgewater Township, NJ

6h • Hybrid

About The Position

Your business and your customers need to confidently access and exchange information simply, seamlessly and securely. iconectiv's extensive experience in information services, digital identity and numbering intelligence helps you do just that. In fact, more than 5K customers rely on our data exchange platforms each day to keep their networks, devices and applications connected and 2B consumers and businesses protected. Our cloud-based information as a service network and operations management and numbering solutions span trusted communications, digital identity management and fraud prevention. For more information, visit www.iconectiv.com [http://www.iconectiv.com]. Follow us on X and Linkedln.

Responsibilities:

Customer service and other soft skills are vital, while basic PC, laptop and network connectivity troubleshooting skills are desired. This customer services desk will provide end user support of proprietary business applications and standard (off the shelf) client software while providing outstanding customer service. The person that demonstrates initiative and self-direction in this fast paced company will find ample professional growth opportunities.

Requirements

• BS or BA degree is preferred
• Minimum 3 years of customer service experience is desired
• Excellent phone and verbal communication skills
• Good working knowledge of Oracle SQL, Java and UNIX skills preferred
• Experience using “Chat” to support customers (requires good spelling)
• Superior MS Office Skills
• Good writing skills and the ability to author professional correspondence
• Excellent work ethic and customer focus
• Initiative, critical thinking and good follow through are key characteristics
• US Citizenship required

Nice To Haves

• Any application support experience would be a plus
• Any experience with ServiceNow or similar ticketing system would be a plus
• Familiarity with Java Application Middleware; specifically Red Hat Jboss Enterprise Advanced Platform
• Understanding of Relational Database Management System concepts; especially in the Oracle Database product line
• Understanding of agile software development principles and knowledge of IBM Rationale and Testing Work Bench a plus
• Familiarity with the following languages and technologies: JSON, HTML, JavaScript, Web Services, XML, CSS, Perl, Source Control and Configuration Management tools
• Willingness to work in 24/7 environment

Responsibilities

• Monitor and respond to multiple channels of customer contact including chat, email, and phone.
• Support the following types of calls, questions, or tickets: 1. Customer Service 2. Billing 3. Application Troubleshooting 4. Assisting customers perform porting related tasks. 5. Executing planned porting activities for service providers.
• Data Entry
• Use critical thinking skills to troubleshoot incidents which will also include working with other departments to satisfy customer needs
• Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedure
• Gain a full understanding of internal processes and assist as needed

Benefits

• On the first of the month following date of hire, employees working more than 30 hours/week are eligible for medical, dental, vision, disability (short and long term) and basic and supplemental life insurances.
• Employees will be eligible to participate in our Company’s 401k plan and will be eligible for Company Matching and Automatic Contributions.
• Employees will also receive annual allotments of paid time off in the form of Vacation Days, Floating Holidays, Personal Business Days, a Volunteer Day, as well as paid holidays and paid sick leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level