Tier 2 Customer Service Representative
Access Media 3 - Oak Brook, IL

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DESCRIPTION

Access Media 3 is looking for a highly energetic and customer focused support person. Responsible for providing end user support and software, hardware, and network assistance. 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) tickets. Document, track and monitor the problem to ensure a timely resolution.
The Customer Service Representative Level 2 has overall responsibility of providing level 1 & 2 support of AM3's Internet, Voice and TV products.
If you are skilled in Customer Service and have a proven technical background, you could be our newest Customer Service Representative Level 2.

DUTIES

  • Primary 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.
  • Fulfill new orders and complete new activations as requested.
  • Able to meet deadlines, keep sechedules, manage suppliers, and perform to target levels in a high production environment.
  • Able to upsell existing customers to upgraded packages.
  • 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
  • Verify issue resolution on the customer's behalf
  • Verify with the customer that the issue has been resolved and update the ticketing system
  • Interface with infrastructure, database, and development personnel
  • Communicate plan, progress, and issues in a timely manner
  • Actively contribute to ongoing process improvement
  • Performs other duties or special projects as assigned
  • Ability to complete multiple simultaneous projects in a timely manner
Effectively communicate and develop strong rapport with internal and external customers. AM3 promotes a strong TEAM environment. Our primary focus is customer satisfaction. The Customer Service Representative is a key component to AM3's overall success.

QUALIFICATIONS

Strong oral and written communication skills, highly detail oriented, goal oriented, and a strong desire to make a difference! Experience in a call center environment is preferred.

  • Energetic, technical and customer focused.
  • Demonstrate the ability to work in a fast paced environment.
  • Knowledge of internet and voice networks required.
  • Strong working knowledge for PC hardware and software support.
  • Use of NetSuite a plus!
  • 2+ years customer support/help desk experience
  • Strong communication, interpersonal, and analytical skills
  • Ability and desire to provide excellent customer-service to internal and external customers
  • 2+ years experience supporting IP Networks and hardware, including; Cisco routers/switches (configuration and hardware support, IOS, TCP/IP), Access Lists, Circuit (T1/DS3/Sonet/Ethernet) Troubleshooting.
Hours: FT/8am - 5pm, may vary w/ evening, weekend hrs.

Location: Oak Brook, IL

Availability: Immediately

COMPENSATION:
Based on experience and technical competency.

Access Media 3 is an Equal Opportunity Employer.
  • Primary 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.
  • Fulfill new orders and complete new activations as requested.
  • Able to meet deadlines, keep sechedules, manage suppliers, and perform to target levels in a high production environment.
  • Able to upsell existing customers to upgraded packages.
  • 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
  • Verify issue resolution on the customer's behalf
  • Verify with the customer that the issue has been resolved and update the ticketing system
  • Interface with infrastructure, database, and development personnel
  • Communicate plan, progress, and issues in a timely manner
  • Actively contribute to ongoing process improvement
  • Performs other duties or special projects as assigned
  • Ability to complete multiple simultaneous projects in a timely manner
Effectively communicate and develop strong rapport with internal and external customers. AM3 promotes a strong TEAM environment. Our primary focus is customer satisfaction. The Customer Service Representative is a key component to AM3's overall success.

Access Media 3 - 19 months ago - save job - block
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