Tier 2 Community Support Representative

Job Summary:
Our Tier 2 Customer Support Representative will interact with the company’s customers by addressing inquiries and resolving issues of technical matters. This position will consist of providing excellent phone-based customer service assisting with issues on technical service, billing, troubleshooting, account platforms, and installations. The role will be responsible for various aspects of the technical components of the network.

Duties/Responsibilities:

• Interacts with customers to provide technical support and information on products or services.
• Network management: Responsible for monitoring the systems.
• Network documentation: Responsible for configuration backups, Visio diagrams and outage information.
• Takes escalated inbound support calls and emails from customers regarding issues with their internet services and accounts.
• Fields customer questions and concerns; when the issue is beyond the representative’s knowledge, escalates to the assigned specialist or other appropriate staff.
• Dispatches and assigns repair requests to technicians. Coordinates and ensures follow up with customers.
• This role is a liaison to other internal departments.
• Ensures that appropriate actions are taken to resolve customers’ needs.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Demonstrated excellent customer service experience.
• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Ability to work well in a fast-paced environment.
• Experience in telecommunications preferred.

Education and Experience:

• High school diploma or equivalent.
• Minimum of 2+ years customer service experience.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Ability to conduct network installations and site repair visits.
• Must be able to lift a minimum of 15 pounds at times.