Tier 2 representative

• Obtain pertinent information through fact finding and consultation and evaluate and assess customers-reported trouble.
• Coordinate with various departments to restore or repair customer service. May need to dispatch, escalate, or refer requests to others for service issues (such as chronic customer issues).
• Provide technical support to diagnose and resolve technical hardware and software issues.
• Formulate trouble reports/tickets and/or provide solutions for customer repair problems.
• Interface directly with customers on providing status and ensuring service has been restored.
• Support provisioning analyst with new product development.
• Provide status updates to management regarding ongoing issue.
• Provide guidance and/or help to customer service representatives in resolution of difficult subscriber questions and/or problems.
• Assist with special projects as needed.
• Perform other related duties and tasks as assigned or as become evident.

• At least 2 years of experience in customer service/technical support role.
• Knowledge of IP based products.
• Ability to multi-task.
• Degree in technology preferred.
• Demonstrated ability to solve complex problems and make sound judgments and ethical decisions.
• Excellent written, oral and interpersonal communication skills, demonstrated by the ability to communicate effectively with customers, employees and throughout organization.
• Able to troubleshoot high speed internet, IP set tops, digital phone, email, router and modem issues.
• Personal computer knowledge necessary, including word processing, spreadsheets and customer database software.
• Availability to work a flexible schedule including weekends and evenings.
• Regular, punctual and consistent attendance.

Pulled from the full job description 401(k) Health insurance Vision insurance Dental insurance