Degree in Technology, telecommunications, or related field; equivalent experience considered; technical degree highly desired
Strong customer service skills with diplomacy and professionalism; ability to follow up on issues using internal systems to track, isolate, and resolve within established timeframes
Experience with Ticket Management System and Microsoft Office (Word, Excel, Outlook) and Ops Console; detail-oriented; able to understand technical directions, multitask, and work in a team/call center environment
Experience supporting Telecom Operations or dealing with field technicians, LECs, and other carriers is desired but not required
Requirements:
Address incoming customer issues as a member of the Field Tech Services Support Team via internal phone system, ticketing system, or shared inbox, coordinating activities in line with FTS Terms and Conditions
Manage daily operations including answering customer calls, facilitating dispatches for customer troubles, opening and closing tickets, replying to emails, and relaying information to Enterprise Field Operations teams
Perform quality checks on time logs, notes, and overall ticket management by self and supporting resources to ensure accuracy and drive service performance
Coordinate with field technicians, Local Exchange Carriers (LECs), and other carriers to ensure customer needs are met and issues are resolved within established timeframes
Job description
Our Client, a Communications company, is looking for a Field Service Associate I for their Remote location.
Responsibilities:
Responsible for addressing incoming Customer issues as a member of the Field Tech Services Support Team. These requests come via an internal phone system, ticketing system or shared email inbox. Performs tasks associated with understanding and coordinating activities consistent with FTS Terms and Conditions on behalf of the company's customers. Daily operations consist of answering customer calls, facilitating dispatches for customer troubles, opening tickets, answering emails, closing tickets, and relaying information to the Enterprise Field Operations teams.
Requirements:
Degree in Technology, telecommunications, related field, or relative degree desired. Technical degree highly desired. Equivalent experience can be considered.
Possessing strong customer service skills, a desire to assist people, and the ability to handle difficult situations with diplomacy and professionalism. Follow up and follow through with customer issues through the use of internal systems that track, isolate, and resolve customer issues within established time frames
Experience supporting Telecom Operations desired, but not required
Experience in dealing with field technicians, LEC (Local Exchange Carriers), and other Carriers desired, but not required
Experience with Ticket Management System, Microsoft Office (Word, Excel & Outlook), Ops Console. Must be detail-oriented, able to understand technical directions, have excellent organizational skills, ability to make quick decisions, multitask, and can work in a team and Call Center environment. Perform quality checks on time logged, notes provided, overall ticket management by both yourself, and additional resources supporting the work to drive increased revenue and reduction in credits.
Consistently act in a manner that demonstrates concern for quality service and customer satisfaction
Demonstrated knowledge of three major technical disciplines: Transmission (DS1/DS3/SONET), Switching (circuit switching/SS7), and TCP/IP (routers/higher-layer protocols); application of knowledge to facilitate effective interactions between customers and Field technicians to ensure customers’ needs are met
High School Diploma/GED or 1 year of relevant job experience. Relevant job experience is described as:
Job experience in a similar industry
Job experience with similar essential duties
Customer Service Experience
Ability to prioritize different avenues of work and multi-task
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive considerationfor employment without regard to any status protected by applicable law.
