Customer Support - Level 1

Description:

Overall Purpose: Serves as first level of escalation for problem resolution with consumer or business customers; directs, coordinates and provides the highest level of customerservice to ensure consistent customer satisfaction. Roles & Responsibilities: 1) Responsible for resolution and follow up regarding inquiries relating to billing, ordering, provisioning , or collection. 2) Direct, coordinate, and provide the highest level of customer service. 3) Resolve most issues including repair, maintenance, billing, LSO, and/or orders. 4) Proactively identifies, communicates and resolves service affecting issues, technical support for product service resolution. 5) Recognizes and recommends operational improvement. 6) Supports either sales or non-sales positions. 7) 24X 7 environment.
Enable Skills-Based Hiring No Qualification
Additional Details

• Additional Site (1) : (No Value)
• Additional Site (2) : (No Value)
• Project Name : GEM Sales Central back office support
• Top 5 Skills / Additional Job Posting Description Details * : TRANSITION TO COMPNOVA to align with Public Trust Requirement. Updated Job Description for Customer Service Posting: The position requires experience with Client's suite of wireline services including AVPN, ASE, ADI, Private Line, 800 Service, IPFlex, IPTF, Ethernet, and broadband. Candidates with mobility background should not apply. ** Proficiency in Microsoft Excel is required.** It is preferred the candidate has experience with the following systems and tools: • SalesForce • DocViewer • Universal Biller • RDS process The candidates will be performing 2 primary job functions: 1. Bill reviews, credit calculations, billing resolution. The candidate should be able to describe the systems and tools they use to gather billing and contract data. They should be able to articulate the processes they use to review bills, calculate credits, and process resolutions. 2. Disconnects. The candidates will be processing disconnect requests for wireline services. The candidate should be able to describe the systems and tools they use to gather circuit and contract data. They should be able to articulate the processes they use to process a disconnect order end-to-end. Updated Job Description for Customer Service Posting: The position requires experience with Client's suite of wireline services including AVPN, ASE, ADI, Private Line, 800 Service, IPFlex, IPTF, Ethernet, and broadband. Candidates with mobility background should not apply. ** Proficiency in Microsoft Excel is required.** It is preferred the candidate has experience with the following systems and tools: • SalesForce • DocViewer • Universal Biller • RDS process The candidates will be performing 2 primary job functions: 1. Bill reviews, credit calculations, billing resolution. The candidate should be able to describe the systems and tools they use to gather billing and contract data. They should be able to articulate the processes they use to review bills, calculate credits, and process resolutions. 2. Disconnects. The candidates will be processing disconnect requests for wireline services. The candidate should be able to describe the systems and tools they use to gather circuit and contract data. They should be able to articulate the processes they use to process a disconnect order end-to-end.
• Is candidate required to be a U.S. Citizen or U.S. National? : Yes
• Is this posting for a Pre-Identified Candidate? : Yes
• NPW Merger Information : (No Value)
• NPW Merger Company : (No Value)

Qualification Assessment Must Have Customer Service
Business Customer Care Call Center

4 (4 - Very Strong) of 5 (5 - Expert)

and 1 years

Customer Service

-1 (0 - No Familiarity) of 5 (5 - Expert)

and 0 years

Flexibility

4 (4 - Very Strong) of 5 (5 - Expert)

Microsoft Office Suites

2 (2 - Limited Experience) of 5 (5 - Expert)

and 1 years

Specialized training or certification may be required
Yes
Technical Help Desk

3 (3 - Moderately Strong) of 5 (5 - Expert)

and 2 years

Typing

4 (4 - Very Strong) of 5 (5 - Expert)