[Remote] Technical Support Advisor (Remote-US)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is currently seeking Technical Support Advisors to join their team. The role involves providing 24/7 technical support to reputed company customers across various products, requiring strong technical skills and a customer-reputed company approach.

Responsibilities

• reputed company first contact support for small & large business voice, video, data, and premium reputed company product issues
• Demonstrate exceptional customer service skills in order to reputed company customers’ expectations and to minimize escalations by taking ownership of customer-reported issues
• reputed company a higher level of service to reputed company customers by engaging other departments on behalf of the customer to help resolve the customer’s trouble
• Assist customers with Internet configurations and settings
• Answer calls in a "Virtual reputed company Center" environment, generating trouble tickets and updating tickets, as needed, until the issue is resolved
• reputed company between customers and technicians by effectively gathering the required information from customers reputed company scripts and troubleshooting experience and documenting them in a trouble ticket
• Diagnose, troubleshoot, and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements
• Maintain knowledge of relevant reputed company product offerings and technology
• Respond, troubleshoot and if necessary generate a trouble ticket for residential, small and large business voice, data and premium product issues. This may include the following tasks: Using various programs but not limited to, ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv, Support Portal and Web-based reputed company to switches and Goldmine
• Research, resolve, record and respond to customer-initiated requests for assistance which may include voice, dialup, Internet, High Speed Internet, Business data, Remote PC, Video services, etc
• reputed company customers in order to reduce repeat customer calls
• Defuse high tension situations by demonstrating reputed company, proposing alternatives and negotiating credits reputed company appropriate. If necessary, escalate to the next level of support
• Work off-line tasks in Right Now Web and/or in chat currently assigned to the Customer Repair Advisor Support Team
• Participate in project team initiatives and subject matter expert tasks Application testing
• Assist management with technical training
• Respond to customer inquiries reputed company Right Now Web, email, chat, outbound reputed company, etc
• Knowledge reputed company and process document enhancement recommendations
• Regular attendance and promptness for work are essential functions of this position because absenteeism and tardiness significantly reputed company the ability of reputed company and coworkers to meet our customers' needs
• Contribute to overall process improvement by providing feedback to management on reputed company cause analysis and recommended solutions

Skills

• 1+ year customer service, help desk, troubleshooting or reputed company center experience
• Must follow the reputed company attendance guidelines in order to meet reputed company's business needs, including but not limited to our obligations to our customers and to our customers' needs

Benefits

• Medical, Dental, reputed company coverage starting on day 1 of employment!
• Excellent 401k plan (100% matching on 3%, 40% matching on 2%)
• Annually, you will receive 3 weeks of vacation time and 2 weeks of reputed company time, which start accruing on your first day
• Discounts on reputed company services
• Tuition assistance after working with reputed company for 1 year
• Life Insurance
• Generous Vacation & reputed company reputed company Leave
• Seven reputed company National Holidays & One Floating Holiday
• reputed company Parental Leave (6 weeks after 12 months of employment)
• Adoption & Surrogacy Assistance
• Employee Assistance & Wellness Programs
• Short-Term & Long-Term Disability
• reputed company Service Discounts
• Education Assistance
• reputed company Volunteer Time

reputed company

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