Tier 2 Customer Service Representative
Full-time Employee
Illinois
Oak Brook, IL
Starts
The position is available for immediate occupancy. Hours are Full Time typically between 8am – 5pm with weekday and weekend hours along with some evenings as needed.
Pay
COMPENSATION: Based on experience and technical competency.
Qualifications
•Bachelor’s Degree or CCNA cert. preferred or a minimum of 2+ years of Help Desk Support, ISP Support, Network Administrator and/or Level 1 or 2 Customer Support experience.
•2+ years of experience supporting IP Networks and hardware, including; Cisco routers/switches (configuration and hardware support, IOS, TCP/IP), Access Lists, and/or Circuit Troubleshooting (T1/DS3/Sonet/Ethernet)
•Ability to gather and organize data; make logical decisions based on data collected and implement a solution.
Other Requirements
•Strong working knowledge of PC hardware and software support, internet and voice networks required.
•Strong communication, interpersonal, and analytical skills with an ability and desire to provide excellent customer service to internal and external customers.
•Demonstrate the ability to work in a fast paced environment.
•Energetic, technical and customer focused.
•Cable / telecommunications experience is strongly desired
Job Description
Access Media 3 (AM3) is one of the largest Private Cable Operators in the United States serving more than 115,000 subscribers. The company is backed by proven equity and debt sponsorship, with strong track records in aggressive growth opportunities. Recently AM3 was chosen by Crain’s Chicago Business as #5 in the 2013 Fastest Fifty list, on the heels of being named by Inc. Magazine for the second straight year as one of the fasting growing companies.
Access Media 3 is looking for a customer focused, technology and network savvy support person who will be responsible for providing End User support and software, hardware, and network assistance. This position relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented through Level I, II and III (when possible) trouble tickets. Document, track and monitor the problem to ensure a timely resolution.
If you have a proven technical background and are skilled in providing amazing customer support, you could be our newest Tier 2 Customer Service Representative. The Tier 2 Customer Service Representative has overall responsibility of providing Level 1 & 2 support of AM3’s Internet and Voice products.
Duties:
• Primary technical support for Level 1 & 2 customer calls from all markets.
• Work closely with internal engineers and technicians to ensure customer resolution and satisfaction.
• Perform post-project completion tasks and billing reconciliation.
• Meet deadlines, keep schedules, manage suppliers, and perform to target levels in a high production environment.
• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
• Triage Level II and Level III trouble tickets
• Resolve Network switch and connectivity issues
• Collaborate with development staff to recreate problems in the test environment
• Interface with infrastructure, database, and development personnel
• Actively contribute to ongoing process improvement
• Communicate plan, progress, and issues in a timely manner
• Verify with the customer that the issue has been resolved and update the ticketing system
• Ability to complete multiple projects simultaneously in a timely manner
• Effectively communicate and develop strong rapport with internal and external customers.
• Fulfill new orders and complete new activations as requested.
• Able to upsell existing customers to upgraded packages.
• Performs other duties or special projects as assigned
AM3 promotes a strong TEAM environment. Our primary focus is customer satisfaction. The Customer Service Representative Level 2 is a key component to AM3’s overall success.
Access Media 3 is looking for a customer focused, technology and network savvy support person who will be responsible for providing End User support and software, hardware, and network assistance. This position relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented through Level I, II and III (when possible) trouble tickets. Document, track and monitor the problem to ensure a timely resolution.
If you have a proven technical background and are skilled in providing amazing customer support, you could be our newest Tier 2 Customer Service Representative. The Tier 2 Customer Service Representative has overall responsibility of providing Level 1 & 2 support of AM3’s Internet and Voice products.
Duties:
• Primary technical support for Level 1 & 2 customer calls from all markets.
• Work closely with internal engineers and technicians to ensure customer resolution and satisfaction.
• Perform post-project completion tasks and billing reconciliation.
• Meet deadlines, keep schedules, manage suppliers, and perform to target levels in a high production environment.
• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
• Triage Level II and Level III trouble tickets
• Resolve Network switch and connectivity issues
• Collaborate with development staff to recreate problems in the test environment
• Interface with infrastructure, database, and development personnel
• Actively contribute to ongoing process improvement
• Communicate plan, progress, and issues in a timely manner
• Verify with the customer that the issue has been resolved and update the ticketing system
• Ability to complete multiple projects simultaneously in a timely manner
• Effectively communicate and develop strong rapport with internal and external customers.
• Fulfill new orders and complete new activations as requested.
• Able to upsell existing customers to upgraded packages.
• Performs other duties or special projects as assigned
AM3 promotes a strong TEAM environment. Our primary focus is customer satisfaction. The Customer Service Representative Level 2 is a key component to AM3’s overall success.
Contact
x x x x Canceled/Expired Listing x x x x
listed •
expires
job listing #42397 •
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