POSITION SUMMARY: Each Customer Care Specialist is responsible for the tracking and close out of support tickets and various types of orders, while offering Tier 1 support to the customer base. Customers must be made aware of status and closeouts either by email or outbound call. Their functions also include, but not limited to, answering incoming calls from all queues, facilitating resolution of billing questions and offering solutions for a variety inquires.
POSITION OBJECTIVE: The Customer Care Specialist will meet and exceed assigned performance objectives. The Specialist will play a significant role in servicing and maintaining our customer base by providing operational excellence.
Responsibilities of the Customer Care Specialist may include:
Handle on average 30-40 calls per representative per day.
Determine the needs of the customers and offer solutions with emphasis on “one call resolution”
Troubleshoot and work Tier 1 support tickets
Deal effectively with multiple carrier partners
Handle Tier 1 Billing support
FUNCTIONAL RESPONSIBILITIES AND DUTIES: In addition to the responsibilities outlined above, the Customer Care Specialist may be responsible for the following additional responsibilities and duties:
Order entry of Add/Move/Change orders using CV2
Order entry of support tickets in CV2 and Active Host and Skysphere.
Provision Change/Disconnect orders for Local and Long Distance Wholesale services.
Provision On-net changes in switch.
Troubleshoot and process both off-net and on-net fist level repair issues including copper and SIP/VOIP services
Offer first level support and possible resolution to Cloud based service customers.
Troubleshoot and process Long Distance repair issues.
Be a role model for the company culture.
Perform all other duties that are consistent with this position as assigned by management.
Be available for On-call rotations or shift changes
EDUCATION: Entry Level position. Minimum High School Graduate.
EXPERIENCE: Customer service experience is desirable. Must be proficient in Microsoft Office and be highly motivated. Must be able to be flexible in a multi-functional environment.
TRAVEL: Travel is not required.
Magna5 delivers network services, unified communications, infrastructure technology and managed services to more than 7,500 mid-market enterprise customers nationwide, including leaders within the education, healthcare, government, financial services and beyond. Magna5 offers voice and data services, as well as a host of “above the net” cloud services and operates a proprietary, secure network designed to leverage diversified carriers and infrastructure in targeted points-of-presence (PoPs) throughout the United States, a key strategy for network reliability. Within the managed services offerings, Magna5 provides security services, data backup, recovery management, hosting services, and IT Consulting from their 24/7/365 fully staffed Operations Center. Headquartered in Dallas, Magna5 operates office and network facilities across the country, including Albany, NY; Los Angeles; New York City; Pittsburgh; Portland, OR; San Antonio; Seattle, and Troy, NY. Magna5 is a portfolio company of NewSpring Holdings’ voice and data managed services platform, part of NewSpring Capital’s dedicated buy and build strategy. For more information, visit www.magna5global.com.