Customer (Internet/Technical) Support Specialist

Provide customers and end users with product and technical support by responding to customer inquiries on the telephone, through on-line networks, and by mail regarding Internet services, to help customers understand how to use products and services properly. Provide web design/development.

Confer with customers by telephone or in person regarding billing questions, any change in service, or to resolve customer complaints.

Maintain accurate records of customer service requests and problems.

Adjust errors and complaints as provided by department guidelines.

Assist customers by answering questions regarding proper operation of equipment and services.

Provide expertise and appropriately recommend new or beneficial services to customers including additional knowledge regarding local telephone, long distance telephone, wireless hot spots and VoIP.

Handle irate customers in a professional manner.

Communicate with technicians regarding service problems.

Design & develop Intranet, Internet, & customer web sites. Create static and dynamic sites using the latest programming language (ActiveX, Flash, ASP, Front Page, C++, and various others).
REQUIREMENTS
Must have an understanding of HTML. A portfolio of created web designs is a plus.

Working knowledge and/or prior usage of UNIX.


Excellent communication skills - written and verbal.

Good grammar, voice and diction.

Excellent computer and keyboarding skills.

Excellent customer service skills (friendly, courteous and helpful disposition).

Excellent interpersonal skills with the ability to work with a diversity of individuals.

The ability to make good judgment decisions regarding problem-solving and grievance resolution.

Ability to complete assigned tasks, unsupervised, and maintain accurate and complete records.