Customer Support Specialist

Job Description

Job Description

Customer Support Specialist

FirstLight is seeking a Customer Service Specialist to join our growing team! Customer Service at FirstLight is a progressive work group providing many services to internal and external customers including; billing, LNP, directory, phone/email/chat support, provisioning, repair, contract renewals, reporting and other duties as assigned. Customer Service at FirstLight is closely aligned with Sales and Operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for providing customer service for all customer in all business units.
• Carrier Services component of the Customer Service Department to include:
  • Local Number Portability
  • 911 Service
  • Directory
  • Toll Free
  • Type II and Off Net Copper
  • Network Trunk Augmentation and Network Grooming
• Develop and maintain relationships with sales to include; account managers, sales coordinators and sales leaders.
• Manage customer contract renewals within an incentive and performance based program.
• Customer billing an Ad-Hoc repair billing.
• Sales/Transitions and other revenue generating activities within the department.
• Provisioning within Voice and Internet delivery platforms as required.
• Assist technicians with material and scheduling support.
• Other duties as assigned.

QUALIFICATIONS, KNOWLEDGE, and SKILLS:

• Strong communication skills. Must be able to balance multiple, complex and time sensitive duties all at the same time.
• Working knowledge of: Salesforce and Microsoft Office Suite, including Teams is preferred.
• Experience in handling challenging interpersonal situations using flexibility to create positive change.
• Strong face to face, written and verbal communication skills.
• Experience diffusing difficult customer situations.

EDUCATION and/or EXPERIENCE:

• High School Diploma and minimum of 2 years relevant experience in a CLEC environment.
• Associates Degree and 4 years’ experience in a CLEC environment preferred.

About FirstLight :

FirstLight provides fiber-optic data, Internet, data center, cloud and voice services to enterprise and carrier customers throughout the Northeast connecting more than 13,000 locations in service with more than 125,000 locations serviceable by our more than 25,000-route mile network. FirstLight offers a robust suite of advanced telecommunications products featuring a comprehensive portfolio of high bandwidth connectivity solutions including Ethernet, wavelength, and dark fiber services as well as dedicated Internet access solutions, data center, cloud and voice services. FirstLight’s clientele includes national cellular providers and wireline carriers and many leading enterprises, spanning high tech manufacturing and research, hospitals and healthcare, banking and financial, secondary education, colleges and universities, and local and state governments.

FirstLight is committed to cultivating and preserving a culture of diversity, and inclusion. We recognize that our differences are assets that strengthen us as a team, and FirstLight is committed to fostering an environment where everyone feels welcomed, valued, respected and recognized. FirstLight Fiber is an equal opportunity employer. In accordance with state and federal laws, FirstLight’s equal opportunity policy is that all applicants and employees are treated equally by the company with respect to employment opportunities, regardless of race, color, religion, sex, sexual orientation, disability, or veteran status or veteran disability.