Customer Service Rep (contract)

Job Description: Technical Service Representative

Please review attached profile, as well. This will help understand the type of candidate they are looking for.

Revolving Hybrid Position - 2 days per month in the office (1 assigned day every other week)

Calls that aren't able to be resolved by general Customer Service Representatives are sent to Technical Service Representatives.

Top Skills:

• Remedy ticketing system experience major plus
• Web Chat experience
• Cell phone/device troubleshooting (Android, Blackberry, iPhone, Google)
• Internet Services experience
• Internet connection provider
• Cable/Internet

This is a contract-to-hire position

Contractor will go through an initial screening and targeted selection interview

SECTION ONE: OVERVIEW / SUMMARY

Delivers superior customer service while investigating and resolving wireless data device and network problems for customers. Receives support requests via telephone or e-mail from customers having problems using their cellular phone and/or wireless data product or service or inquiring how to use a specific device or application. Applies available tools and technology to troubleshoot, which includes appropriately engaging the customer or user to assist in diagnosing the issue. Troubleshooting in this role may include the switch, voicemail, mobile data, network functionality and other systems. Position may be specialized to provide support for a specific technology platform or service.

SECTION TWO: JOB DUTIES AND RESPONSIBILITIES

• 
  Understands, practices, and exemplifies the values and behaviors of the Dynamic Organization.

• 
  Responds to inbound customer inquiries in order to diagnose and resolve advanced cellular technical issues while providing a superior level of customer service in alignment with quality expectations.

• 
  Performs troubleshooting and problem-solving in a variety of systems including the billing system, switches, SMSC/MMSC (text and picture messaging systems), SIM provisioning and AAA data server.

• 
  Works with other domestic and international carriers to assist our customers who are roaming and foreign customers roaming on the USCC network.

• 
  Works with other U.S Cellular associates, departments (including Network Operations), and functions in a professional, courteous and collaborative fashion. This includes partnering regarding network and equipment developments and issues and interfacing effectively in regards to technical issues

• 
  Completes accurate and appropriate documentation of customer records & processes changes.

• 
  Provides support to the Customer Service queue by handling customer service inquiries while providing a superior level of customer service in alignment with quality expectations.

• 
  Supports a growing number of wireless/data products, and continuously demonstrates proficiency in product knowledge and call handling skills.

• 
  Acts as a liaison between the customer and Network or Vendor personnel to help resolve escalated customer issues using Remedy BMC.

• 
  Takes advantage of continuous learning opportunities, with emphasis on maintaining and growing technical knowledge and skills, and keeps current on projects, services and technology changes within the company and industry.

• 
  Must be able to work varying shifts.

• 
  Assists in other tasks and projects as assigned.

SECTION THREE: MINIMUM QUALIFICATIONS

• 
  High School Diploma or GED required

• 
  Demonstrated proficiency in communicating complex and technical information clearly and concisely in language and terminology that fits the needs of the customer.

• 
  Demonstrated proficiency in resolving technical issues in a high-volume call center.

• 
  Fundamental understanding of internet connectivity, networking terminology, web (HTTP) and e-mail (POP/SMTP) protocols.

• 
  Proficient in various operating systems including Mac(Apple), and Windows 10 with working knowledge of e-mail systems such as Microsoft Office, Exchange, and Apple Mail.

• 
  Ability to gather customer's information, diagnose, troubleshoot and resolve complex data/cellular issues.

• 
  Excellent written and verbal communication skills required.

• 
  Effective decision making skills required.

• 
  Strong interpersonal skills, organization and time management skills.

• 
  Must be able to work varying shifts.

SECTION FOUR: PREFERRED QUALIFICATIONS

• 
  College Degree and 2 years relevant work experience preferred

• 
  Minimum of 9 months customer service experience preferred

• 
  Experience with wireless products and services such as: connected devices, home phones, Smartphone Operating Systems: IOS, and Android, tethered data connections, telemetry solutions, Brew applications, and MMS/SMS messaging preferred.

“This Contract Job with US Cellular was posted by HireGenics, US Cellular Recruitment Service Partner. HireGenics will also be the Employer of Record.”