Job Openings

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Responsibilities

• Answer all incoming customer calls in queue with appropriate opening script, customer identification, etc.
• Resolve routine service requests
• Troubleshoot advance product or service issues, creating MACD with proper hand off to T2 resolution.
• Responsible for handling customer calls with a positive problem-solving attitude.
• Properly document in OSS system call purpose and resolution.
• Complete every call with appropriately setting customer expectations for issue/problem resolution time frame and notification
  Actively participate in training classes for new products and services
• Cross train with tier 2 of supervisor for problem resolution
• May also perform additional duties such as data analysis, project management, reporting
• Provide input for troubleshooting scripts and diagnostic tools

Knowledge, Skills & ability

• Minimum of 2 years experience in data services
• Exp with Internet protocols
• Minimum of 2 yrs exp in customer care and/or call center environment
• Stung verbal and written communication and interpersonal skills
• Intermediate to strong level computer skills
• 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.

Responsibilities

• Answer all incoming customer calls in queue with appropriate opening script, customer identification, ect.
• Resolve routine service requests
• Troubleshoot advance product or service issues, creating MACD with proper hand off to T2 resolution.
• Responsible for handling customer calls with a positive problem-solving attitude.
• Properly document in OSS system call purpose and resolution.
• Complete every call with appropriately setting customer expectations for issue/problem resolution time frame and notification
  Actively participate in training classes for new products and services
• Cross train with tier 2 of supervisor for problem resolution
• May also perform additional duties such as data analysis, project management, reporting
• Provide input for troubleshooting scripts and diagnostic tools

Knowledge, Skills & ability

• Minimum of 2 years experience in data services
• Exp with Internet protocols
• Minimum of 2 yrs exp in customer care and/or call center environment
• Stung verbal and written communication and interpersonal skills
• Intermediate to strong level computer skills
• 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.

Software Engineers assist in designing, testing and coding applications and interfaces for the “Client” web site and internal systems.

• Build and maintain tests, application code, deployment tools and resource libraries
• Organize resources to meet project deadlines
• Work with technical management, project management, content development staff and business owners to translate business requirements into robust solutions
• Provide accurate estimates for software development tasks
• Responsible for testing and assessing various development tools to improve coding efficiency
• Work closely with team members in an open environment to ensure project success

Qualifications

• Education - BS in CS or related science (or equivalent industry experience)
• Must be a strong team player
• Good oral and written communication skills

Experience with the following technologies:

• Programming experience in an Internet or distributed network environment - minimum of 3 years
• Object-oriented development (Java) - minimum of 2 years
• Unit-Testing Frameworks (Junit)
• JDBC data interface
• JSP and Custom Tags
• Unix

Familiarity with the following:

• J2EE (EJB, JMS)
• Build Tools (Ant, Make)
• Web Services (SOAP, Axis)
• Distributed programming concepts
• Design patterns
• Web Server technologies (Apache, Tomcat)
• Oracle/SQL

This is an entry-level position. Individuals with more than 1 year experience will not be considered.100% phone support, average 30 calls a day, most via the phone but there will be some via the web. You will open tickets, analyze the issue, try and resolve, if not send it to Level Two.

Requirements

• Solid PC/networking skills.
• Strong application support of OS's and email packages.
• Web troubleshooting, must have some DNS knowledge, I can't connect, can't see the Internet.
• Troubleshoot phone and voicemail issues.
• They have a knowledgeware database with typical issues and problems you can refer to.
• You will train/sit with someone for 1-2 weeks.

JOB DESCRIPTION _________________________________________                                                        

Job Title:  Technical Support Specialist                                                                                                 

Department: Technical Support Center 

Reports to:     Manager, Technical Support Center    

FLSA Code:     Non-Exempt Hourly

Location:         Corporate office, Norcross, GA  

Job/Position Summary:

The Technical Support Specialist will provide technical phone, email, chat and web portal support of Client proprietary software and hardware products to external customers and provide first tier desktop support and software systems support.  The TS Specialist will also track, route and coordinate escalations to multiple internal teams and/or interface with external vendor/OEM support.  This person will play a key role in developing the overall call center organization and structure.  This will also include leading the development of processes and procedures for the department.   This position will report to the Manager, Technical Support.

1. Provide first tier support for troubleshooting and resolution of  software and hardware issues for internal and external customers
2. Document all support interactions in call tracking/ticketing system, and be responsible for follow up and escalations to various technical and non-technical resources.
3. Capture and document best solutions for inclusion in knowledgebase

Key Accountabilities/Essential Functions:

1.  Available 80% or greater of Logged-In Time to receive customer calls

50%

1.  Lead or assist with customer-requested software upgrades utilizing MDM tools

5%

1.  Customer satisfaction survey average score 4 out of 5

10%

1.  Average Phone Talk Time less than 10 minutes

5%

1.  Answer 90% or greater of all calls offered

15%

1.  20 or more Knowledgebase article additions per quarter

15%

This is not intended to be exhaustive list and other duties may be required.                  Total:  100%

Number of Direct Reports and Indirect Reports:  None

Required Qualifications: 

1. Minimum 3 years supporting software and hardware required
2. Minimum 3 year previous call center/support desk experience
3. Minimum 1 year Wireless and mobility hardware implementation experience preferred
4. Minimum 2 years PC software/hardware troubleshooting and repair experience

Knowledge, Skills, Abilities:

1. Strong knowledge of PC software & hardware support required
2. Strong knowledge of wireless and mobility hardware
3. Solid troubleshooting/root cause analysis skills required
4. Hands on approach to problem solving required
5. Excellent professional verbal and written communication skills required
6. Able to adhere to detailed process and documentation requirements
7. Able to prioritize issues according to service level agreement policy
8. Mastery of Microsoft Office applications; super user level a plus
9. Able to work and interact effectively in a team environment required
10. Well developed written and verbal skills, this includes communicating effectively and professionally with customers and employees
11. Customer communication and Coordination skills are mandatory for this position
12. Fluent in English and Spanish (preferred)

Working Conditions:

May be required to work weekends, holidays and/or off-hours.  Required travel is generally 5% per month.

Physical Demands of Job:

1.   Standing     10 % of time   

      Walking      10 %  

      Sitting        80 %      

      Lifting       _5_%        10 lbs.             

      Carrying    ___%        _  lbs.           

      Pushing     ___%        _  lbs.              

      Pulling       ___%        _  lbs.             

      Twisting    ___%        _  lbs.             

2.   Climbing    ______________________________

Balancing  ______________________________

Stooping   ______________________________

Kneeling   ______________________________

Crouching ______________________________

Crawling   ______________________________

3.   Reaching  ______________________________

      Handling  ______________________________

      Finger Dexterity  ___Regular use of PC and telephone keyboard______________

      Repetitive Motion (hands/feet)  __ Regular use of PC and telephone keyboard__

4.   Speaking   50% of time

      Hearing     50% of time

      Head and Neck Use/Rotation  ______________________________

5.   Seeing                 90% of time, reading

      Depth perception   ______________________________

      Color vision           ______________________________

      Concentrated visual attention   _____________________________

6.   Driving cars, trucks, forklift, etc       NA__    

7.   Stressful situations   Must be able to work with time sensitive assignment deadlines.

Job Title:  Customer Care Coordinator

1. Job Scope and Responsibilities

Job Scope

The Customer Care Coordinator is the primary customer support for our inbound contact center and will interact with customers to provide information in response to inquiries about products and services and to handle and resolve customer inquiries, challenges, and complaints. In summary, the Customer Care Coordinator will provide basic technical support (smartphones, tablets, website, etc.) as well as general customer service inquiries (access requests, password resets, customer payments, inquiries, etc.).

Key Responsibilities

• Account Maintenance:  Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments, as well as actions taken.
• Teamwork:  Partner with all parties informed of the status of open issues and work closely with escalation partners to identify, document and update knowledge base. 
• Problem Resolution:   Identify, assess and resolve issues; refer unresolved customer conflicts to designated departments for further investigation, including central functions such as IT or Product, or any such Client Partners.
• Customer Management:  Consult and maintain relationships with existing customers and educating them about Client Digital / In-Lane and ancillary partners. 
• Responsiveness: Provide responsive and timely telephone, chat and email support. Serve as the single point-of-contact for customer issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts).

1. Core Competencies

Competencies

Career Stage B

Delivers Customer Service

• Demonstrates appropriate attention to customer needs and requirements when making decisions and taking action.  Makes customer satisfaction a priority and works to exceed expectations of external and internal customers.

Problem Solving/

Troubleshooting

• Ability to systematically analyze a problem, collect and interpret relevant information; identify probable causes, and take or recommend appropriate action to solve the problem.

Produces Results

• Focuses efforts on attaining clear, concrete, timely and measurable performance outcomes.  Sets high standards of performance for self and others and assumes responsibility and accountability for successfully completing work projects.

Builds Relationships

• Forms and maintains effective relationships within and across organizational boundaries to improve decision-making and leverage capabilities.

Learns Continuously

• Actively identifies new areas for self-development and continuously seeks out learning opportunities.  Demonstrates a personal commitment to continuous learning for oneself and the team.

Stress Tolerance

•  Ability to maintain stable performance and composure under pressure or opposition (such as time pressure or job ambiguity); handle stress in a manner that is acceptable to others and the organization.

Communicates Effectively

• Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.  Articulates information clearly, adapting communication styles to match others.

1. Gateway to advancement: Progressions guidelines

Education & Specialized Knowledge

• High School Diploma or GED required; College degree or equivalent experience preferred.               

Experience

• Minimum of 2 years of contact center experience
• Experience working in a contact center metrics driven environment
• Travel – infrequent, but must have flexibility
• Schedule – must have flexibility to work evenings, weekends, holidays as required
• Outstanding reliability and follow-through
• Excellent communication skills including telephone and active listening skills
• Efficient problem-solving and troubleshooting skills
• Multi-task and prioritize required.  Ability to handle multiple projects/tasks at a time with the ability to type and talk at the same time and delegate effectively
• The ideal candidate will be a highly self- motivated individual who can work well with little to no supervision and is a reliable, knowledgeable, resourceful, flexible, service-oriented professional
• Understand foundational levels of computers and technology; internet, email
• Ability to operate under tight pressure
• Experience working in the automotive industry a plus
• Additional languages a plus – preferably:  Spanish, French (Speak fluently, read, write, and translate into English)

One of the fastest growing Telecommunications organizations in the Atlanta area has a 6-month contract to hire NOC Engineer position open in NW section of Atlanta. The environment is a Cisco shop, both routers and switches, running VoIP and Softswitch technology. To be considered, candidates must have advanced configuration experience on Cisco routers/switches, heavy circuit (DS1/DS3/T1/T3’s) troubleshooting and general telephony experience with a CLEC/ILEC/IXC. Desired skills include VoIP, SS7, MGCP and class 4/5 switching. Again, this is a 6-month contract to hire, and the pay rate is $24/hr. There will be some shift work as well and one must be open to this. Benefits offered during the contract piece!!!