Escalation Representative (Product Support Rep) MegaPath Networks
THIS JOB HAS EXPIRED Division : Technology & Operations
Location : Herndon VA US 20171
Job Type : Full Time
Job Description :
Escalation Representative (Product Support Rep) - Herndon, VA
MegaPath is the largest privately held, facilities-based Managed Services LEC in the US. We provide next-generation Hosted Voice, Cloud, Private Networking and Managed Security Service solutions to businesses nationwide. With growth in mind, we are hiring exceptional people.
Respond to customer product/service inquires via telephone. Resolve/answer customer issues and concerns directly, indirectly or through escalation.
? Assists caller to resolve question/issue by providing needed information or routing the caller to a representative that can resolve their question/issue
? Records and tracks all customer contacts using a case management tool
? Follows through to ensure case is resolved and closed appropriately
? Maintains appropriate level of process knowledge in order to assist callers and avoid escalation, this may include outbound calls
? Prioritizes and oversees activities of others to meet deadlines and quality standards
? Performs a range of tasks from complex to straightforward within the scope of call center activities.
? Seeks advice and escalates issues when faced with tasks/problems outside normal scope of job
? Assists in the identification, assessment and resolution of complex issues/problems
? Contributes to process improvement initiatives
? Supports and sustains a positive work environment that fosters team performance through own work and behavior
? As appropriate, may directly co-ordinate the work of others within a small team
? Escalates issues and seeks advice when faced with complex issues/problems
? May have regular interaction with users around first line queries/requests for information
? Applies procedures to ensure accuracy of output and adopts continuous improvement approach
? Required to share knowledge and experience with others
? Minimum of 18 months of experience in a fast paced customer service environment
? Minimum 1 year of experience using a telephone to handle customer requests
? Minimum 1 year of experience using a personal computer
? Strong customer service skills
? Ability to function effectively as a team member
? Ability & willingness to train other team members
? Strong organization skills
? Strong written and verbal communication skills; appropriately communicates with all levels of customers from assistants to partners
? Maturity in dealing with all levels of customers (C-Level, VP, Director, Administrative Assistant, etc.)
? Working knowledge of email, Internet Explorer, Microsoft Excel and Word
? Proficient typing skill (35 wpm)
? Demonstrated teamwork and collaboration in a professional setting
MegaPath offers a full suite of benefits, including full medical, dental, and vision coverage; a 401(K) plan with a company matching contribution; a transportation benefit; and many other excellent perks. We're looking for talented and highly skilled individuals to join our dynamic and fast-paced culture and contribute to MegaPath?s continued success.
If you want to make a difference with your performance and seek a new challenge, we encourage you to apply with MegaPath.
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THIS JOB HAS EXPIRED