Technical Customer Service Rep
ACE Employment Services, Inc. - Boston, MA

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ACE Employment Services, Inc. is working with a client in Boston to fill the role of a technical customer support representatives. In this role you will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.

Duties and Tasks/Essential Functions:
: Deliver service and support to end-users using and operating automated call distribution phone software

: Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

: Gather customer's information and determine the issue by evaluating and analyzing the symptoms;

: Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;

: Research required information using available resources;

: Follow standard processes and procedures;

: Identify and escalate priority issues per Client specifications;

: Redirect problems to appropriate resource;

: Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business;

: Organize ideas and communicate oral messages appropriate to listeners and situations;

: Follow up and make scheduled call backs to customers where necessary;

: Stay current with system information, changes and updates

Skill and Knowledge Qualifications:
: Proper phone etiquette;

: Ability to speak and write clearly and accurately;

: Demonstrated proficiency in typing and grammar;

: Knowledge of relevant software computer applications and equipment;

: Knowledge of customer service principles and practices;

: Effective listening skills;

: Willingness to co-operate with others and work to the greater good;

: Multi-tasking capabilities

ACE Employment is an Equal Opportunity Employer

ACE Employment will not discriminate against any employee or applicant for employment because of race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual preference or disability.