→Provide exceptional customer service to a variety of national account locations
→Answer inbound queue calls from customers in a fast paced environment
→Open, update, and close service tickets
→Perform Tier-1 analysis/triage to include but not limited to:
→Incoming phone lines
→General phone system/end-point issues
→Call flow processes
→Other customer owned peripheral equipment
→User voicemail additions/ resets
→Basic user phone feature programming
→Respond to customer tickets within Service Level Agreements
→Conduct daily follow up calls to customers to ensure ticket resolution and customer satisfaction
→Escalates complex issues or customer complaints to Tier-2, Management, or 3rd party to ensure timely resolution if needed
→Place equipment orders and update inventory database
→Identify and schedule subcontractors to provide service if needed
→Negotiate subcontractor rates in order to maximize profitability
→Conduct follow up calls to subcontractors to ensure scheduled appointments are met
→Update customer databases with most current site specific information
→Participate in 24x7x365 on-call rotation after new-hire onboarding period
→Train new & current team members on internal/external processes, work flows, and changes
→Models appropriate behavior in regards to Optus’ Core Values and Code of Ethics policies and supports Optus’ team approach to quality to drive Optus forward
→Other duties or tasks as assigned by management

Requirements:

→College degree preferred, High school degree or equivalent required
→Experience with Microsoft Word, Excel and Outlook required
→Demonstrates technical aptitude
→Previous telecommunications experience preferred
→Must be a team player with a positive attitude and able to demonstrate excellent customer service skills
→Strong written and verbal communication skills required
→A keen attention to detail and great organizational habits are mandatory
→This position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and work within an environment with changing priorities

What We Offer:

Help Desk Technician

Listing Details