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Technical Support (southwest TX) Ad id: 609132870074673 |  Views: 94

Price: Contact Us
Date listed: 6 years ago
Job Title : Technical SupportLocation : Richardson, TXDuration : 5 MonthsSupport customers in an inbound call / email center setting by troubleshooting service affecting issues which may result in a trouble ticket for the customer. Manage customer relationships, create and update trouble tickets for customers (both internal and external), agents, and vendors, as well as utilize multiple systems to pinpoint a customer issue. Work all first call resolution tickets such as Return Merchandise Authorizations (RMA's), dispatch 3rd party Business Partners, provide basic programming assistance for the queue Special Requirements/ Certifications:Working from several call and email queues to assist customers with triaging trouble and or service requests, opening tickets/ orders to the correct group within PAETEC and work SMB first call resolution tickets. Opening tickets for Network Operations Center, SMB Help Desk or LEC. Opening tickets in iSupport for dispatch of solution center techs/ also dispatching other 3rd party Business Partners. Issuing RMA's for equipment replacement. Utilize and multi-task between many systems to verify the customer's PAETEC services to ensure they are setup correctly. Learn concepts and tools used by Help Desk Technicians to improve ticket quality and increase the resolution of customer issues on the first call. Send out Customer Satisfaction Surveys. Open and/ or provision Customer Premise Equipment (CPE) accounts in system for SMB tickets to be issued/ worked. Open Oracle Service orders for 3rd party dispatch. Invoicing all Remote Support service tickets. Assist all EFC Customer Service customers Process LEX orders for EFC local Resale customers Participate in On Call Rotation Hours of Shift: 10 am - 7 pm Dress : Business Casual Experience:1 year call center experience, preferred with telecommunications company Location: southwest TX Compensation: DOE This is a contract job.Principals only. Recruiters, please don't contact this job poster.Please do not contact job poster about other services, products or commercial interests.
 


 
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