Accounts Receivable Clerk

Job Summary

• Deliver the highest level of customer satisfaction for all incoming support/repair call center traffic with the understanding of being able to handle 70% of issues/requests being reported/submitted without additional support.
• Manage the resolution of all voice trouble reports not derived from core, data/internet issues in a 7x24x365 operational environment.
• Build and preserve supportive working relationships with customers with a customer-first attitude.
• Execute customer voice network troubleshooting, repair, and move/add/change support.
• Identify, investigate, and resolve chronic voice issues within the customers network.
• Provide constructive feedback regarding process improvements to increase internal efficiencies and improve customer experience.
• Increase customer satisfaction by decreasing procedural errors while providing educated and knowledgeable service assurance methods to solve the customers problem versus correcting a symptom.
• Maintain the reduction in operations intervals by provisioning voice related services and IP telephony equipment.
• Other duties as assigned.

Additional Information/Requirements:

Duties & Responsibilities

30%

• Troubleshooting and service restoral of Client's supported equipment and services. Handle all voice-related troubles not derived from core or data/internet issues through first-call resolution.
• Provide Tier I support for data/internet/firewall-related equipment and products.

30%

• MACD Service Delivery Support Complete customer-requested moves, adds, changes, and disconnects of communications-related services (voice, data, internet) including ticket creation, switch/equipment provisioning/shipment, and billing updates.
• Process all internal MACD requests under $500.00 including those directly from the customer (via phone and/or email).

30%

• Manage inbound and outbound calls per departmental policies and procedures. Effectively communicate with customers to understand customer needs.
• Create and manage trouble tickets per departmental policies and procedures.
• Manage Type II services.

10%

• Manage and perform special projects as assigned.

Qualifications

Education:

• Associates Degree in Technical Discipline preferred or Equivalent/Related Work Experience

Experience:

• 1 Year of Information Technology, Technical Support, Troubleshooting Experience and customer service experience required

Key Competencies:

• Strong communication and listening skills are a must.
• Proficient Computer Skills required
• Excellent written and verbal communication skills
• Empathetic listener and persuasive speaker
• The ability to work across teams for resolutio
• Must possess the ability to think strategically/analytically to propose optimal solutions rather than addressing the symptoms from a service delivery/voice network support perspective.
• Must be adaptable while performing well under pressure.
• Ability to take independent action based on technical skills and sound judgment while prioritizing based on need.
• Must demonstrate the ability to assume new levels of responsibility and deal effectively with other people.
• Understanding of Layer 1 (Physical Layer) such as copper loop, T1, DS3, and fiber services is a must.
• Understanding IP Telephony protocols is a must. Understanding of Layer 2 and Layer 3 Ethernet services is preferred but not required.
• Understanding SIP, ISUP/SS7 signaling and TDM technology is preferred.
• Understanding of managed services is preferred but not required.
• Understanding network protocols, troubleshooting methodologies and equipment testing/provisioning and/or relatable work experience within the communications industry is a must.

Job Type: Contract

Pay: $18.50 - $19.00 per hour

Ability to Commute:

• Atlanta, GA 30308 (Required)

Ability to Relocate:

• Atlanta, GA 30308: Relocate before starting work (Required)

Work Location: In person

Salary : $19 - $19