Technical Account Support -Telecom

MetTel•New York, NY

4d•$70,000 - $80,000

About The Position

MetTel is seeking a Technical Account Support professional to manage a portfolio of enterprise accounts in a post-sale environment. The role serves as a primary customer contact and manages account needs such as repairs, moves, adds, changes, billing reviews, and billing inquiries. The position also involves supporting telecommunications implementations and other business needs, completing projects, analyzing data, and making recommendations to improve the customer experience.

Requirements

Telecommunications experience is required.
Bachelor's degree in computer science, telecommunications, or a related field.
At least 3 years of customer service or related experience.
Fixed-line experience.

Nice To Haves

Hosted PBX experience.

Responsibilities

Manage the day-to-day activity of assigned accounts in a post-sale environment.
Communicate with customers by telephone, electronically, or face-to-face.
Provide and gather information in response to customer inquiries, concerns, and requests about products and services.
Respond promptly to customer trouble reports and escalations.
Handle and resolve customer complaints.
Direct requests and unresolved issues to the appropriate resource or department.
Manage customer accounts regarding billing and financial concerns, including periodic bill reviews and billing inquiries.
Keep records of customer interactions and transactions.
Record details of inquiries, comments, complaints, and actions taken.
Escalate issues internally when required and follow up on customer interactions.
Interface with internal teams or departments to facilitate or improve the customer experience.
Participate in planning, executing, and following up on telecommunications implementation projects and other business support.
Complete special projects as requested.