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Technical Customer Service in Miami, FL at SNI Technology

Date Posted: 4/28/2022

Job Snapshot

Job Description

Technical Customer Service Level I                                     

Job Summary:

Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.  Understanding and striving to meet or exceed call metrics while providing excellent consistent customer service.

Duties/Responsibilities:

  • Respond to customer inquiries
  • Utilize company interface, tools, and resources to assist in general billing and customer service inquiries
  • Self-motivated and reliable including during high call volume days
  • Make product or service recommendations and resolve complaints or technical concerns
  • Clear understanding of the difference between customer service and the customer experience
  • Product knowledge, quality focus, problem solving, market knowledge, documentation Skills including 50-80 WPM, listening, phone skills including tone and language, multi-Tasking
  • Perform follow-up testing, and/or troubleshooting in order to assist customers with the most accurate and timely response to their technical support issue(s)
  • Direct unsolved technical issues to appropriate departments and personnel
  • First call resolution contributor
  • Promote and maintain a high quality, professional service-oriented image among customers

Required Abilities/Skills:

  • Ability to work shifts in a 24/7/365 environment, including weekends, nights, and Holidays (When needed)
  • Excellent interpersonal, time management/organizational skills
  • Ability to maintain professionalism and patience in highly stressful situations and adapt quickly to change
  • Ability to handle frequent changes, delays, or unexpected events effectively and professionally
  • Strong work ethic, teamwork, and desire to help the customer at all costs
  • Excellent telephone skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner
  • Advanced knowledge of communications technology (Cable/Internet/Voice), and security products

Education/Experience:

• 2+ years of call center/customer service/technical experience required
• 1+ year of telecommunications experience required