Customer Support Analyst - Tier 1 York Telecom
THIS JOB HAS EXPIRED Job Type : Full Time
Shift/Hours : First Shift (Day)
Career Level : Experienced (Non-Manager)
Education : High School or equivalent
Skill : Technical Support -> Desktop Software Support, Server Maintenance
Information Technology -> Hardware Troubleshooting, Helpdesk, Networking, Telephone / Voicemail System, Software Installation/Configuration
Customer Service -> Call Center, Frontline Support, Phone Support
Category : Customer Support/Client Care
Job Description :
At Yorktel we don?t make video, we make video work. We design, integrate and manage world-class video solutions that enable visual communications ? anytime, anywhere, anyway. From video conferencing to streaming video, media services to digital signage, Yorktel makes video work ? for you. Our philosophy is clear: Simplify. Innovate. Connect.
We are currently seeking a Tier 1 Customer Support Analyst to review, analyze, and evaluate incoming customer trouble tickets within the maintenance organization. This position is responsible for entering all trouble tickets into the Yorktel company system. The Customer Support Analyst will assign trouble tickets within the maintenance organization to the appropriate team member. This position will coordinate the parts and resources necessary to bring trouble tickets to speedy resolution.
This position reports directly to the Manager of Technical Services. The Manager of Technical Services will provide direction and support to the Customer support analyst in regard to the following areas; new Yorktel products and services, Maintenance procedures and guidelines, advanced technical escalations, career development, and employee escalation issues. This position will work directly with other team members within the Maintenance and Customer Support organization for day to day resolution of customer incidents and service requests. This position will also from time to time be expected to communicate internally with project managers, account managers, maintenance implementation managers, engineering staff, and sales to keep all parties up to date on the resolution of customer issues. This position is the first line of interaction and communication with the customer within the Maintenance Organization.
Strong written and verbal communications internally and externally are essential. The ability to research, analyze and compile complex Audio/Visual issues for escalation and attention within the Maintenance organization. This position should have basic knowledge of Audio/Visual technologies and their functionality to effectively service customers. This position should have strong customer service skills and be able to diffuse and control escalated situations effectively to service the customer.
This position will have the authority to provide input on processes and procedures within the department. This position will have the ability to resolve customer issues and will be expected to escalate and assign customer trouble tickets to the appropriate team member that are beyond Customer Support Analyst technical proficiency.
This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will trouble shoot issues, make recommendations to internal parties and customers with regard to concerns or issues, and ensure resolution of any problems working closely in conjunction with assigned team members. This position requires regular planning and team work in order to assist with the coordination of resources within Yorktel to support incoming Customer incidents and service request. This position will regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues. This position may sometimes handle and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.
Answer technical and logistical questions pertaining to video conferencing and collaboration services to ensure proper end user training
Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy
Ensure Severity 4 tickets are resolved to Customer Satisfaction.
Enter all incoming trouble tickets accurately into the Yorktel ERP system.
Assign incoming trouble tickets within the team based on the assignment guidelines provided by Management.
Answer all incoming support calls to address potential customer issues and escalate these issues as necessary.
Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets as required.
Update and recommend process and procedure changes to better assist customers and resolve issues in an accurate and timely manner.
Provide follow up on resolved tickets to ensure resolution to customer issues has met customer needs.
Other duties as assigned
The Customer support analyst is the first line of technical support for incoming issues. This position will provide real time trouble shooting support to all incoming calls. Must have basic technical knowledge of Polycom Systems, Tandberg/Cisco Systems, Creston, and other audio and video technologies.
Basic knowledge and troubleshooting of Audio/Visual Conferencing System such as Polycom, Cisco, and Tandberg.
Basic knowledge working with Codec?s a plus
Experience in Audio Visual Solutions including Videoconferencing, Multimedia, Distance Learning, Facility coordination or Networking systems preferred.
Job Requirements :
Skills and Additional Qualifications:
High levels of Professionalism and Integrity
High ability to work with peers
Exceptional customer service skills
Exceptional written, verbal and interpersonal skills.
Excellent problem solving skills
Maintain a professional attitude and appearance at all times
Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, Outlook and MS Project.
May require occasional lifting (up to 25 lbs)
Requires extensive sitting, standing and walking
Domestic travel requiring multi-night stays within and at times outside the local work area
Valid passport; International travel required
Valid U.S. driver?s license
Must be willing to complete background checks and drug tests as required by current or future contracts
Must be willing to apply for security clearances, SSA Suitability, and other related clearances to be able to work at certain customer locations.
Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.It is our policy to employ qualified persons without regard for race, creed, color, national origin, nationality, ancestry, age, sex, marital or domestic partnership status, sexual orientation or disability. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position. Minorities and women are encouraged to apply.
Note to 3rd party agencies and search firms:
Thank you for your interest in Yorktel. It is our practice to recruit and fill career opportunities through the Human Resources, Corporate Recruiting organization. We ask that you not submit candidates for consideration to us without receiving a formal written request from our Corporate Recruiting organization to do so. All resumes submitted; (with or without use of your agency access credentials) will be deemed unsolicited and as such will not be eligible for placement fees. Thank you and we appreciate your cooperation.
Offer Relocation : No
||81 Corbett Way |
Eatontown, NJ 07724
THIS JOB HAS EXPIRED