If you would like to be considered for the following jobs, please send a note saying you would like to be considered for the Help Desk Career and
your resume in a word file to:
agarroway@marylandveteransneedjobs.com
Below is the Job description for the Help Desk Technician:
Summary
The Fiber Customer Support Analyst will serve as the initial point of
contact for provisioning and/or maintenance customer inquiries
concerning their fiber based voice, data and/or video services.
Responsibilities
Duties may include, but are not limited to, the following:
Answer incoming calls from customers with order inquiry and/or trouble reports.
Provide customers with order status, service activation support for
Voice service calling features, voice activation support for data
service PC configuration, home router configuration, and/or
email/internet applications.
Provide customers with service activation support for Video service set-top box configuration.
Create trouble reports and provide customers with trouble status.
Perform analysis and isolation of trouble conditions.
Provide trouble resolution and closeout when possible.
Provide Home Network Equipment Support to customers.
Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
Dispatching trouble reports and service orders to appropriate outside
installation and repair forces and receiving close out information from
those groups.
Negotiating dates, times and access arrangements associated with resolving customer service order fallout and trouble report.
Qualifications
Must have basic understanding of communication networking components
(i.e., Routers, LAN topology, Ethernet & Network Interface Cards) as
well as MS Windows and PC hardware/software.
Must have a strong understanding of PC components and functionality, and
have the ability to work with customers, on the telephone, to
isolate/resolve problems with that equipment at a customer location.
Must be able to communicate effectively with customers. Responsible for
talking and negotiating with customers as well as interacting with other
work groups.
Required to utilize a headset and sit at a workstation for extended
periods while working at a computer terminal assisting internal and
external customers.
May be required to work evenings, weekends, holidays, overtime, split
tours and rotating shifts as the needs of the business necessitate to
facilitate 24x7 coverage in the center.
One (1) year customer call center experience is desirable.
Required Skills & Experience
Computer Hardware / Softw
LAN/WAN Configuration
Networking Software
Desired Skills & Experience
Customer Service - FCSA
Internet/Email
Additional Information
Fiber customer support analysts work in a Call Center, Monday through Saturday 8am - 7pm. Work tours are subject to change.
Test(s) Required
Verizon Job Fit Test A
VZ Test for Customer Service
FCSA Knowledge Test
Fiber Cust Support Analyst SI
Test Preview
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