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Help Desk CSR (Evening Shift)

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Texas (USA), United States

Offer summary

Qualifications:

Minimum one year customer service experience, Preferably in telecommunications field, Experience handling sensitive information preferred, Knowledge of Microsoft Office 365 required, Typing speed of at least 35 WPM.

Key responsabilities:

Handle inbound support calls from customers
Solve tickets submitted through ticketing system
Communicate effectively and respectfully with customers
Monitor alerts to prevent fraudulent activity
Assist customers with ordering and troubleshooting

NRTC https://www.nrtc.coop/

501 - 1000 Employees

See more NRTC offers

Job description

Help Desk Customer Support Representative

Department: Help Desk

Reports to: Customer Service Manager

Hours: 11:00am - 8:00pm (40 hours)

The Help Desk Customer Support Representative will work closely with our Reseller’s direct customer base in assisting them with any concerns they may have regarding activation assistance, ordering, network issues, device troubleshooting, payments, or questions about billing. The position will require 4-6 weeks in-office training with the opportunity to rotate with working remotely and in-office following successful demonstration of job performance and having acceptable internet speeds and a computer.

ESSENTIAL FUNCTIONS:

HANDLES INBOUND SUPPORT CALLS FROM CUSTOMERS THAT COME INTO THE HELP DESK
SOLVE TICKETS THAT ARE SUBMITTED BY CUSTOMERS THROUGH OUR TICKETING SYSTEM
EFFECTIVELY COMMUNICATE WITH CUSTOMERS IN A PERSONABLE AND RESPECTFUL MANNER TO SOLVE THEIR ISSUES
CLOSELY MONITOR CUSTOMER ALERTS AND REPORTING IN ORDER TO PREVENT FRAUDULENT ACTIVITY AND OVERAGES CAUSING EXTREME BILLING OVERAGES FOR CUSTOMERS
WALK CUSTOMERS THROUGH ENTIRE ORDER PROCESS
WORK WITH THE HELP DESK AND OPERATIONS TEAMS TO SOLVE ALL ACTIVATING, TROUBLESHOOTING, BILLING AND NETWORK ISSUES
OTHER DUTIES AS ASSIGNED

REQUIREMENTS, EDUCATION, & QUALIFICATION:

ONE YEAR MINIMUM CUSTOMER SERVICE EXPERIENCE PREFERABLY IN A TELECOMMUNICATIONS ENVIRONMENT
PREFER ONE YEAR EXPERIENCE PROCESSING SENSITIVE CUSTOMER INFORMATION, NOT LIMITED TO BUT INCLUDING CREDIT CARD AND ACH PAYMENTS
KNOWLEDGE OF MICROSOFT OFFICE 365
MUST BE ABLE TO TYPE AT LEAST 35 WPM
EFFICIENT IN 10 KEY DATA ENTRY
EXPERIENCE WITH WIRELESS DEVICES PREFERRED
ABILITY TO WORK A FLEXIBLE SCHEDULE INCLUDING EVENINGS AND WEEKENDS

CANDIDATE PROFILE:

STRONG organizational and follow-through skills, ATTENTION TO DETAIL, and able to handle shifting priorities
High level of interpersonal, written, and verbal communication skills; Expresses self clearly and effectively during conversations
Maintain the highest degree of confidentiality, professionalism, and diplomacy, while working with sensitive, confidential and/or proprietary material;
Courteous, Dependable, and Trustworthy
POSITIVE ATTITUDE, SELF-MOTIVATED, PROACTIVE AND WORKS WELL INDEPENDENTLY OR IN A TEAM SETTING; SEEKS AND DELIVERS IDEAS AND SOLUTIONS