Responsibilities:

• Answer all incoming customer calls in queue with appropriate opening script, customer identification, etc.
• Resolve routine service requests
• Troubleshoot advanced product or service issues, creating MACD with proper hand off to T2 resolution
• Handle customer calls with a positive problem-solving attitude
• Properly document call purpose and resolution in OSS system
• Set 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 or supervisor for problem resolution
• Perform additional duties such as data analysis, project management, reporting
• Provide input for troubleshooting scripts and diagnostic tools

Requirements:

• Minimum of 2 years experience in data services
• Experience with Internet protocols
• Minimum of 2 years experience in customer care and/or call center environment
• Strong verbal and written communication and interpersonal skills
• Intermediate to strong level computer skills
• Self-motivated with good work ethic and demonstrated discipline to work independently
• Ability to work efficiently in a fast-paced environment
• Problem solving skills, resourcefulness, and effective decision-making

Responsibilities:

• Answer all incoming customer calls in queue with appropriate opening script, customer identification, etc.
• Resolve routine service requests
• Troubleshoot advanced product or service issues, creating MACD with proper hand off to T2 resolution
• Handle customer calls with a positive problem-solving attitude
• Properly document call purpose and resolution in OSS system
• Set 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 or supervisor for problem resolution
• Perform additional duties such as data analysis, project management, reporting
• Provide input for troubleshooting scripts and diagnostic tools

Requirements:

• Minimum of 2 years experience in data services
• Experience with Internet protocols
• Minimum of 2 years experience in customer care and/or call center environment
• Strong verbal and written communication and interpersonal skills
• Intermediate to strong level computer skills
• Self-motivated with good work ethic and demonstrated discipline to work independently
• Ability to work efficiently in a fast-paced environment
• Problem solving skills, resourcefulness, and effective decision-making

Responsibilities:

• Assist in designing, testing and coding applications and interfaces for the "Client" website 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
• Translate business requirements into robust solutions
• Provide accurate estimates for software development tasks
• Test and assess various development tools to improve coding efficiency
• Work closely with team members in an open environment to ensure project success

Requirements:

• BS in Computer Science or related field (or equivalent industry experience)
• Strong team player
• Good oral and written communication skills
• Programming experience in an Internet or distributed network environment (minimum 3 years)
• Object-oriented development (Java) - minimum of 2 years
• Experience with Unit-Testing Frameworks (JUnit)
• Experience with JDBC data interface
• Experience with JSP and Custom Tags
• Experience with Unix

Preferred Skills:

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

Job Description:

• Entry-level position (individuals with more than 1 year experience will not be considered)
• 100% phone support, average 30 calls a day (most via phone, some via web)
• Open tickets, analyze issues, resolve or escalate to Level Two

Requirements:

• Solid PC/networking skills
• Strong application support of operating systems and email packages
• Web troubleshooting knowledge (including DNS)
• Ability to troubleshoot phone and voicemail issues
• Will train/shadow someone for 1-2 weeks

Location: Corporate office, Norcross, GA
Department: Technical Support Center
Reports to: Manager, Technical Support Center
FLSA Code: Non-Exempt Hourly

Job Summary:Provide technical phone, email, chat and web portal support for proprietary software and hardware products to external customers and first-tier desktop support. Track, route and coordinate escalations to internal teams and interface with external vendors. Play a key role in developing call center organization, processes, and procedures.

Key Accountabilities:

• Available 80%+ of logged-in time to receive customer calls (50%)
• Lead or assist with customer-requested software upgrades using MDM tools (5%)
• Maintain customer satisfaction survey average score of 4 out of 5 (10%)
• Keep average phone talk time under 10 minutes (5%)
• Answer 90%+ of all calls offered (15%)
• Add 20+ knowledge base articles per quarter (15%)

Required Qualifications:

• Minimum 3 years supporting software and hardware
• Minimum 3 years previous call center/support desk experience
• Minimum 1 year wireless and mobility hardware implementation experience (preferred)
• Minimum 2 years PC software/hardware troubleshooting and repair experience

Knowledge, Skills, Abilities:

• Strong knowledge of PC software & hardware support
• Strong knowledge of wireless and mobility hardware
• Solid troubleshooting/root cause analysis skills
• Hands-on approach to problem solving
• Excellent professional verbal and written communication skills
• Ability to adhere to detailed process and documentation requirements
• Ability to prioritize issues according to service level agreement policy
• Mastery of Microsoft Office applications
• Ability to work effectively in a team environment
• Well-developed written and verbal skills
• Customer communication and coordination skills
• Fluent in English and Spanish (preferred)

Working Conditions:

• May be required to work weekends, holidays and/or off-hours
• Required travel approximately 5% per month
• Standing: 10% of time
• Walking: 10% of time
• Sitting: 80% of time
• Lifting: 5% of time (10 lbs)
• Speaking: 50% of time
• Hearing: 50% of time
• Seeing: 90% of time (reading)
• Regular use of PC and telephone keyboard

Job Scope:Primary customer support for inbound contact center, providing information about products and services and handling customer inquiries, challenges, and complaints. Provide basic technical support (smartphones, tablets, website) and general customer service (access requests, password resets, payments, inquiries).

Key Responsibilities:

• Account Maintenance: Record customer interactions, inquiries, complaints, and actions taken
• Teamwork: Keep all parties informed of open issues and work with escalation partners
• Problem Resolution: Identify, assess and resolve issues; refer unresolved conflicts to appropriate departments
• Customer Management: Maintain relationships with existing customers and educate them about services
• Responsiveness: Provide timely telephone, chat and email support as single point-of-contact

Core Competencies:

• Delivers Customer Service: Prioritize customer satisfaction, exceed expectations
• Problem Solving/Troubleshooting: Analyze problems, collect information, identify causes, take appropriate action
• Produces Results: Focus on clear, measurable outcomes with high standards
• Builds Relationships: Form effective relationships across organizational boundaries
• Learns Continuously: Identify areas for self-development, seek learning opportunities
• Stress Tolerance: Maintain stable performance under pressure
• Communicates Effectively: Clearly convey information through various media

Education & Experience:

• High School Diploma or GED required; College degree or equivalent experience preferred
• Minimum of 2 years of contact center experience
• Experience in metrics-driven environment

Additional Requirements:

• Flexibility to work evenings, weekends, holidays as required
• Outstanding reliability and follow-through
• Excellent communication and active listening skills
• Efficient problem-solving and troubleshooting skills
• Ability to multi-task, prioritize, and handle multiple projects
• Self-motivated, reliable, knowledgeable, resourceful, flexible, service-oriented
• Basic understanding of computers and technology
• Ability to operate under pressure
• Automotive industry experience a plus
• Additional languages a plus (Spanish, French)

Location: NW section of Atlanta Pay Rate: $24/hr with benefits during contract period

Environment:Cisco shop (routers and switches) running VoIP and Softswitch technology

Required Skills:

• Advanced configuration experience on Cisco routers/switches
• Heavy circuit (DS1/DS3/T1/T3) troubleshooting
• General telephony experience with a CLEC/ILEC/IXC

Desired Skills:

• VoIP
• SS7
• MGCP
• Class 4/5 switching

Note: Position requires shift work