Technical Support Rep 1 - ECS

Job Description

Job Description

About Momentum:

Momentum is a leading global provider of managed cloud communications services to medium and large enterprise customers. Our offerings include cloud voice, unified communications, and collaboration, and managed data connectivity including SD-WAN. Momentum is at the forefront of innovation in the voice and unified collaborations space. We are committed to developing cutting-edge solutions that enhance communication and productivity for businesses worldwide.

This position is based out of Momentum's Birmingham, AL office or Knoxville, TN office.

SUMMARY

The Technical Support Rep 1 is responsible for providing advanced technical support to Momentum Retail customers as well as escalated issue resolution for Momentum Resellers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer all calls delivered within 3 rings or less.

• Utilize all required resources and work flows to accurately resolve or escalate customer issues.

• Adhere to Momentum Telecom Company and department policies and procedures.

• Maintain acceptable performance according to published standards.

• Demonstrate ability to work effectively with other team members.

• Demonstrate exceptional customer service behaviors such as: being friendly and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information.

• Other duties may be assigned.

GENERAL DUTIES AND RESPONSIBILITIES:

• Providing superior customer service and advanced technical support for Retail customers including troubleshooting, problem resolution and billing inquiries.

• Serves as a point of resolution for escalated Reseller issues.

• Manages open customer cases to ensure resolution or appropriate escalation to other work groups.

• Identifying and recommending process improvement ideas to Management.

• Contributing to the accomplishment of individual, team and center customer performance goals.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Project management and other duties as assigned.

• Flexibility in occasionally adjusting schedule as needed for department staffing coverage.

EDUCATION & EXPERIENCE

• High school graduate, some college or technical troubleshooting experience preferred.

• Two years of proven successful customer service experience, inbound call center customer experience preferred.

KNOWLEDGE, SKILLS & ABILITIES

• Advanced knowledge of Momentum UC Direct and reseller products and services.

• Knowledge of IT configuration and related troubleshooting procedures.

• Demonstrated complex problem-solving abilities.

• Demonstrated exceptional customer service skills.

• Demonstrated exceptional written and verbal communication skills.

JOB CONDITIONS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job requirements include:

• Some shift work required for evenings and weekends, some overtime is required.

• Required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear.

• Occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl.

• Occasionally lift and/or move up to 25 pounds.

• Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

• Must be able to speak clearly.

OTHER

• Continued employment in this role requires successful completion of our Support Training Program.