Customer Service Rep 1 (Technical Support)

Momentum Telecom Inc•Cartersville, GA

6d•Hybrid

About The Position

The Customer Service Rep 1 – CSCC is responsible for providing quality technical support to Momentum's White Label Enterprise resellers, customers, and end-users. Escalated issues are tracked to resolution. This position is located in our Cartersville, GA office. 100% in-office attendance is expected during training. 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. (Note: For approval of hybrid work, employees must maintain acceptable internet connection speed suitable for VOIP services for their home office. If this cannot be guaranteed, then employees would be expected to report to the office.)

Requirements

High school graduate, some college and/or knowledge of computing, networking preferred.
Analytical mindset with strong attention to detail and accuracy
Demonstrated exceptional customer service skills.
Excellent verbal and written communication skills.
Able to hear and possess strong listening skills.
Must be able to speak clearly.

Nice To Haves

A+, Network+ certification preferred.
VoIP experience preferred.
Exposure to Microsoft Office Suite and spreadsheets preferred
Working knowledge of TCP/IP,VLAN,NAT, DNS, DHCP preferred
Knowledge of the cable modem/internet industry preferred.
Knowledge of PC configuration and related applications preferred.
Knowledge of email, internet and VoIP setup, configuration and troubleshooting preferred.

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.