Service Support Specialist - Fargo, ND at Fargo

Job Description

Service Support Specialist - Fargo, NDMultiband is a growing, NASDAQ-listed company engaged with a vast and growing array of technologies including renewable energy, wireless infrastructure, electrical power systems, digital signage, satellite installation and service, commercial audio/video solutions, hospitality IPTV, and VOD systems. We value our team and are committed to helping associates advance within the company. Additionally, we promote a style of leadership that emphasizes coaching to help all of our associates perform to the best of their ability.

Purpose:

To provide support to the Multiband Subscriber Services Division and Multiband clients in various ways including: providing technical support to customers and technicians

Primary Duties and Responsibilities:

• Perform Tier 1 troubleshooting and problem solving with the use of troubleshooting scripts on every call.
• Provide advanced troubleshooting to customers outside of a scripted environment.
• Assist technicians with provisioning of equipment in the field.
• Resolve customer service inquiries with one-call resolution or one-call follow-up
• Demonstrate soft phone-skills by treating all customers in a polite and courteous manner, especially in stressful situations.
• Demonstrate the ability to multitask, handling calls and utilizing appropriate software programs.
• Work with appropriate departments and leaders to resolve issues or answer questions.
• Keep customer accounts properly updated to ensure accurate billing address and contact information.
• Keep up to date on any policy or procedure change from DIRECTV or partners.
• Provide technical information to a non-technical audience.
• Correspond in a professional manner with internal and external customers via phone and email.
• Complete additional duties and projects as assigned by team leader, supervisor or manager.

Job Requirements

Service Support Specialist - Fargo, NDPhysical Requirements:

Must be able to lift up to 25 pounds

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty. The items listed are representative of knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience:

Knowledge of Multiband Business Enterprise Manager

Preferred Qualifications:

Previous customer service experience.

Other Skills and Abilities:

This position requires the following qualities: excellent customer service skills, attention to detail, able to multitask, have a positive attitude, able to work in dynamic/team orientated atmosphere, possess excellent communication skills and be able to meet deadlines. Position also requires maintaining confidentiality of company and employee materials.

Expectations:

Team expectation: SLA to answer 85% of all calls within 30 seconds.

Team expectation: SLA to have no more than 4% of calls abandoned after 30 seconds.

Maintain an individual productivity level of 75% or above.

Maintain a call handle ratio of 95% or above.

Maintain a “passing" QA score on monitored calls.

Country: USA, State: North Dakota, City: Fargo, Company: Multiband USA.