Please note this is a 24x7 operations department and work shifts vary. This position may lead to a permanent employee position. Receive calls from business customers which are non-routine and require deviation from standard screens, scripts, and procedures to handle any/all aspects of customer accounts, including solicitation, inquiries, and problem resolution. Resolves more complex inquiries, complaints, and billing questions. Cultivates and maintains on-going customer relationships. Handles situations which may require adaptation of response or extensive research according to customer response. Uses computerized system for tracking, information gathering, and/or troubleshooting. Requires knowledge of company, products, and/or services. May require advanced problem solving techniques. May assess needs and suggest/promote alternative products or services. Requires the ability to navigate a computerized data entry system or other relevant applications. Candidate should possess the following: - Ability to efficiently multitask with both computer/phone. - Previous technical call center experience or customer support experience. - Intermediate understanding of basic networking such as Cisco, routers, subnetting, TCP/IP, DHCP, Traceroute, Ping, etc. - Intermediate knowledge of the internet, WiFi, wireless and wired connectivity. - Experience with Linux preferred. - Very good verbal communication skills and interpersonal skills in dealing with customers.
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