Technical Support Rep 1 - ECS

Momentum Telecom Inc•Birmingham, AL

1d•Onsite

About The Position

The Technical Support Rep 1 is responsible for providing advanced technical support to Momentum Retail customers as well as escalated issue resolution for Momentum Resellers. Momentum is a leading global provider of managed cloud communications services to medium and large enterprise customers. Our offerings include cloud voice, unified communications, and collaboration, and managed data connectivity including SD-WAN. Momentum is at the forefront of innovation in the voice and unified collaborations space. We are committed to developing cutting-edge solutions that enhance communication and productivity for businesses worldwide. This position is based out of Momentum's Birmingham, AL office or Knoxville, TN office.

Requirements

High school graduate, some college or technical troubleshooting experience preferred.
Two years of proven successful customer service experience, inbound call center customer experience preferred.
Advanced knowledge of Momentum UC Direct and reseller products and services.
Knowledge of IT configuration and related troubleshooting procedures.
Demonstrated complex problem-solving abilities.
Demonstrated exceptional customer service skills.
Demonstrated exceptional written and verbal communication skills.
Must be able to speak clearly.

Nice To Haves

Continued employment in this role requires successful completion of our Support Training Program.

Responsibilities

Answer all calls delivered within 3 rings or less.
Utilize all required resources and work flows to accurately resolve or escalate customer issues.
Adhere to Momentum Telecom Company and department policies and procedures.
Maintain acceptable performance according to published standards.
Demonstrate ability to work effectively with other team members.
Demonstrate exceptional customer service behaviors such as: being friendly and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information.
Providing superior customer service and advanced technical support for Retail customers including troubleshooting, problem resolution and billing inquiries.
Serves as a point of resolution for escalated Reseller issues.
Manages open customer cases to ensure resolution or appropriate escalation to other work groups.
Identifying and recommending process improvement ideas to Management.
Contributing to the accomplishment of individual, team and center customer performance goals.
Project management and other duties as assigned.
Flexibility in occasionally adjusting schedule as needed for department staffing coverage.