What are the responsibilities and job description for the Tier 2 representative position at Zito Media, LP?
Zito Media currently has an opening for a Tier II Representative in the Coudersport office to respond to customer calls, electronic communications, and/or other telephone line reports related to Zito Media products and services.
Job Responsibilities:
- Obtain pertinent information through fact finding and consultation and evaluate and assess customers-reported trouble.
- Coordinate with various departments to restore or repair customer service. May need to dispatch, escalate, or refer requests to others for service issues (such as chronic customer issues).
- Provide technical support to diagnose and resolve technical hardware and software issues.
- Formulate trouble reports/tickets and/or provide solutions for customer repair problems.
- Interface directly with customers on providing status and ensuring service has been restored.
- Support provisioning analyst with new product development.
- Provide status updates to management regarding ongoing issue.
- Provide guidance and/or help to customer service representatives in resolution of difficult subscriber questions and/or problems.
- Assist with special projects as needed.
- Perform other related duties and tasks as assigned or as become evident.
Required Skills/Education:
- At least 2 years of experience in customer service/technical support role.
- Knowledge of IP based products.
- Ability to multi-task.
- Degree in technology preferred.
- Demonstrated ability to solve complex problems and make sound judgments and ethical decisions.
- Excellent written, oral and interpersonal communication skills, demonstrated by the ability to communicate effectively with customers, employees and throughout organization.
- Able to troubleshoot high speed internet, IP set tops, digital phone, email, router and modem issues.
- Personal computer knowledge necessary, including word processing, spreadsheets and customer database software.
- Availability to work a flexible schedule including weekends and evenings.
- Regular, punctual and consistent attendance.
Zito Media retains the right to change this job description any time. Zito offers a robust benefits package including medical, dental, vision, 401 (k) plan, and discounted services for employees who reside within the Zito coverage areas. Zito Media is an equal opportunity employer which prohibits discrimination on the basis of race, color, religion, national origin, age or sex. The company encourages job applications from minority and female candidates.
