Executive Management Support Specialist
Cbeyond - Atlanta, GA

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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 Skills

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.

Required Experience

About this company
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Cbeyond, Inc. (Nasdaq: CBEY), a cloud and communications services provider, is the technology ally for small and mid-sized business. Our...