Customer Support Specialist I (11335)

The purpose of this position is to provide world-class customer service linked with technical and billing support for Online Products and Services.



Respond to customer requests, inquiries, and complaints.

Maintain problem ownership and accountability.

Respond to customer request for upgrades, downgrades, transfers and disconnects.

General technical troubleshooting.

Locate and verify customer addresses and services by using the computer, verify passwords and address billing concerns, also may be required to re-schedule customer's missed appointments.

Must acquire a knowledge base of products, prices and services available to the Online Services customer.

Operate within acceptable ACD parameters and call handling expectations.

All aspects conductive to ensuring "Total Customer Satisfaction".
REQUIREMENTS


Excellent communication skills including good grammar, enunciation, and listening skills.

Ability to work in a team environment.

Must have pleasant telephone skills and the ability to provide quality customer service.

Experience Required:


Working knowledge of Windows NT, Windows 95, Windows 98, Windows 2000, Windows XP, and Windows ME operating systems.

Familiarity with Macintosh operating systems.

Familiarity with basic networking hardware and software components.