Support Services Technician

12-month contract with opportunity to extend or convert to perm

Location

• This resource will sit in the Doral/Miami FL, Rochester (West Henrietta) NY or Melville NY office location and will be hybrid, with 3 days per week in the office and 2 remote days.
• Shift: Monday - Friday, starting each day 9AM EST, 8-hour shift.
• The ideal candidate will have strong customer service skills, computer savvy, CRM experience and a willingness to learn telecom.

Description
We are looking for an Associate NOC Technician to support inbound customer service, technical support, and back-office processing representatives for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, and assist callers with product and process related inquiries and professionally represent some of the most recognizable brands in the world. Candidates should have excellent communication skills, willing to learn on the job, and be highly reliable.

• This is an entry-level position that offers on the job paid training.
• Compensation is commensurate with experience and while prior contact center experience isn’t required, experience in customer service, tech support, inside sales or back-office support is a plus.
• Candidates should be highly reliable, have great communication skills and be willing to constantly learn on the job.

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?
This role requires you to interact with hundreds of customers each week across the country to resolve support issues and provide a best-in-class customer experience. In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

Essential Duties

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Utilize systems and technology to complete account management tasks
• Utilize knowledge base and training to accurately answer customer questions
• Comply with requirements surrounding confidential information and personal information
• Appropriately escalate customer issues with the managerial team
• Escalate customer issues to the appropriate staff and managerial for resolution as needed.
• Adhere to all attendance and work schedule requirements

Requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• The ability to read and speak English fluently
• Have a wired, high-speed internet connection (Download speed of 20Mbps )
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20 words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers
• One (1) year of working experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment

Preferred (Not Required)

• State or Federal work experience

PHYSICAL REQUIREMENTS

• This job operates in a professional office environment.
• While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.
• The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer.
• The employee may occasionally be required to move about the office to accomplish tasks.

Job Types: Full-time, Temporary

Pay: $30.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekdays

Experience:

• dark fiber services: 2 years (Preferred)
• back-office support: 2 years (Required)
• support inbound customer service: 2 years (Preferred)
• inside sales: 2 years (Preferred)
• Technical support: 2 years (Preferred)

Ability to Commute:

• Melville, NY 11747 (Required)

Work Location: Hybrid remote in Melville, NY 11747

Salary : $30