Primary responsibilities include providing telephone user hardware and software support to new and existing residential & commercial Voice, Internet, WAN & Cloud subscribers, assisting prospective subscribers with questions concerning Consolidated's (CCI's) service offerings and compatibility issues, and assisting in maintaining customer support database and software support material.
Provide phone support for new and existing residential and commercial customers in a 24x7 environment.
Troubleshoot reported service problems for residential and commercial customers and assist customers in connecting to CCI's network
Work with multiple software systems with supporting customer information.
Enter steps taken into trouble ticket tracking software.
Work with other departments to resolve customer issues quickly.
Assist customers with questions regarding Internet service, software requirements for connection and hardware compatibility.
Maintain knowledge of all products, procedures and service initiatives.
Provide an excellent customer experience.
Respond to support mail, fax and hand written communications.
Maintain updated technical knowledge
Must be able to work between 7am and 10pm during any day of the week
6 months phone support experience preferred.
Experience working a customer service field preferred.
Excellent verbal and written communication skills.
Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections.
Strong work ethic and self-starter- able to effectively manage multiple priorities and adapt to change with a fast-paced business environment.
Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
Ability to learn and navigate new software quickly
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.