Provides support to end users on a variety of service requests related to their phone system, data network, or other technological devices. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personal requests for technical support. Documents, tracks, and monitors the service ticket to ensure a timely resolution. Ability to provide service from the beginning to the end of the department process. This includes taking the customer call, dispatching the appropriate technician to the customer site, and then following up to make sure that the end resolution was to the satisfaction of the customer.
Provides top notch customer service
Works with sales team to provide customer service regarding phone system requests.
Has direct contact with the customer regarding service requests
Dispatches technicians internally or nationwide for service work
Opens and manages service orders in ticketing software
Tracks service tickets from beginning to the end of the project
Makes calls on past due vendor invoices.
Assist with maintaining vendor records for insurance and agreements.
Provide after hours on-call customer support
Ability to stay calm when resolving customer issues
Excellent verbal and written communication
Previous customer service experience is a Must
Excellent follow up and organizational skills
Intermediate understanding of computers
Time management skills and ability to handle multiple tasks
Prior customer service experience a must
Be Flexible for on call rotation