seattle, Washington
Telecom Technical Customer Support Specialist Job Opening in seattle, Washington - Telecom Technical Customer Support Specialist WCI is a next-generation voice and data service provider. Headquartered in Seattle ? in the heart of a region of high-tech innovation ? we design and build customer voice and data networks for clients throughout the United States. Whether your company is a small start-up or an established enterprise-level business, we can help you to better achieve your business goals through sophisticated voice and data solutions and seamless domestic and international connectivity. WCI is a debt-free and rapidly expanding company and we are looking for an outstanding and top notch Technical Customer Support Specialist. The Technical Customer Support Specialists are the front-line team that assists our customers with a variety of questions and troubleshoots to solve-problems in a busy call center environment. This important position requires people with excellent phone skills, a passion for assisting others, and someone who can take on challenging questions and find the answers. ESSENTIAL DUTIES and RESPONSIBILITIES: ? Develop good understanding of assigned products and related processes ? Provide technical assistance and customer service to customers by telephone and e-mail ? Assisting in the installation and configuration of telephone applications ? Troubleshooting technical issues and assisting with use and maintenance of products/services ? Documenting customer issues, logging steps taken to address them, and recording outcome of interactions with customer ? Using call management and case tracking systems ? Identifying and reporting service defects to appropriate personnel using a defect tracking application ? Diagnosing and explaining external hardware and software issues that effect the use and/or configuration of WCI product and services ? Escalating customer issues through Senior Technicians or Support Manager as needed ? Providing customers with information about WCI processes and resources ? Contribute technical articles to the WCI online knowledge base to ensure best practices ? Provide after hours repair coverage on a rotating schedule ? Performs miscellaneous tasks/projects as assigned REQUIRED SKILLS: - Quick learner - Communicate well on the phone and in-person - Customer service - Ability to multi-task in a busy environment - Proficiency with MS Office; Outlook, Excel and Word -Telecommunications experience PREFERRED SKILLS: - Proficiency in SMS; Qwest and Verizon systems - TF and LD Provisioning experience - Experience in a VOIP environment - Knowledge of IP addresses and routing - Knowledge of Voice networking EDUCATION AND EXPERIENCE: - 2 year of telecom customer support experience - 3 year of customer service experience - Telecommunications (TF and LD provisioning, voice data and circuit troubleshooting, etc.) experience is highly desired If you are an excellent customer service professional with telecommunications experience, email your resume and cover letter to: WCI is an Equal Employment Opportunity Employer For more information regarding WCI please visit our website at seattle wa washington
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