Provide multi-level support on all incoming escalations with a positive problem-solving attitude.
Answer all incoming correspondence from Escalation emails and
Maintain a minimum 80% Service Level and Availability call metric and answer all incoming calls from the Executive Escalation Call Queue..
Respond to customer surveys that have outstanding issues or negative scores
Project manages critical to high escalated issues to ensure satisfactory and timely resolution.
Identify and engage the appropriate resources in order to resolve the overall escalation.
Work closely with multiple organizations to drive problem resolution, serve as a single point of contact for the customer, and ensure customer satisfaction
Establish and maintain definedSLAto ensure proper escalation acceptance, follow-up and resolution for all escalated issues.
Perform detailed analysis and research of Escalated issues to facilitate case resolution;
Problem solves customer troubles and provides root cause analysis to drive improvements throughout the organization.
Create and utilize standard operating procedures to aid in problem solving and to assist general support with future issue resolution.
Function as a member of the escalation team and assist with early problem detection to help drive focus on problem avoidance. Report high level trends to ensure that issues are not revisited in the future.
Actively participate in training classes for new products and services.
Initiate and/or Participate on special projects as assigned or approved by Manager.
Required Knowledge, Skills & Abilities:
Strong verbal and written communications and interpersonal skills. Bi-lingual, a plus.
Mobile support experience. Proficient in handling mobile activations, problem resolution, retention negotiations and customer care requests.
Project Management skills
Strong desktop computer skills to include thorough working knowledge of Windows operating system, PC Hardware, desktop applications and peripherals such as printers and fax machines.
Must be self-motivated with a good work ethic, and have demonstrated the discipline to work independently.
Able to work efficiently with the stress of a fast paced environment.
Problem solving skills, resourceful and effective in making decisions.
Excellent analytical and problem solving skills
Strong technical aptitude, troubleshooting in the router with Tier II Technical Support knowledge
Technical skill sets to troubleshoot MPLS, DS3, and new product rollouts
Excellent verbal and written communications and interpersonal skills
Knowledge to troubleshoot circuit issues for all access types
Self starter who can work effectively both independently and in a team environment
Ability to manage multiple projects simultaneously
Understanding of voice and data networking concepts
Ability to work different shifts (i.e. not strictly 9 to 5)
College Degree. B.S. or higher or experience equivalency
Production Internet services, ASP, CLEC, ILEC, or DLEC experience
Understanding of TCP/IP protocol suite. SMTP, DNS, HTTP, etc.
Understanding of general LAN Networking, DHCP and NAT .
Understanding of VPN services and required desktop client configuration.
Computer Science degree or equivalent expertise and industry experience
Knowledge of off-the-shelf network management applications
Understanding of Tier II level Support and troubleshooting circuit related issues
Experience with high-availability computing, network, and storage solutions
Experience managing IP services such as email and web hosting
Minimum of 2 years experience in Help Desk and/orCallCenterenvironments
The above declarations are not intended to be an “all-inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and be a reasonable representation of its activities.
Cbeyond, Inc. (Nasdaq: CBEY), a cloud and communications services provider, is the technology ally for small and mid-sized business. Our...