tier 2 technical support job description for resume
Verified all outgoing invoices for accuracy. Responsible for reporting on direct sales, retained accounts and merchant cancellations, Developed retention performance reporting which provided measurements of accounts canceled, retained and revenue/processing volume impacts, Provided API integration support for Secure Pay and Lucy Gateway virtual terminal systems, Performed POS terminal support and troubleshooting, Consulted with independent sales offices to ensure merchant issues were addressed in a timely manner, Developed and managed service accounts within SAP framework, Achieved 143% of 2014 gross revenue goal and 40% service margin. Participated in the development of Marker Group documentation. Responsible for driving call center sales as a primary channel for all Cox Residential services and product lines while ensuring customer satisfaction. Work closely with Regional Data Center staff to resolve issues quickly, Understand and inform customers of all Time Warner Cable consumer products and services, Inform management of all unresolved complaints, Respond to customer inquiries via e- mail and telephone, or in-person as necessary, Troubleshoot with TWC subscribers who are having difficulty with video, digital phone and data services utilizing all available diagnostic tools Once problems are resolved, agents are required to introduce new services or products to these customers following a specified sales process and must a meet a monthly sales quotas, Resolve complex data problems that involve local network issues, email issues, modem trouble and other company owned equipment and/or software configurations, Utilize reasoning and critical thinking skills, identify appropriate fix agent and resolve single-user issues, Assist voice customers when needed, including but not limited to calling customers to confirm issue resolution, Assist, coach, train all support representatives on work-related procedures and products, May review tickets for potential system issues to escalate to different group as needed May assist with error trending, analysis and feedback sessions, Works with supervisors to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures, Needs to be able to provide exceptional customer service, works various schedules including on-call support and performs other duties as assigned, Job related 2 year degree or 2 years equivalent work experience required, Certifications in related subject matter Examples include but are not limited to A+, N+, MCSE, CCNA, preferred, Experience in supporting applications and equipment in a helpdesk environment preferred, ICOMS and equipment in a helpdesk environment preferred, Troubleshoot subscriber calls for al Road Runner Residential Customers, Review the service calls as they are scheduled by the Call Center Associates to determine if there may be common problems in the same HUB. Find out what is the best resume for you in our Ultimate Resume Format Guide. Drive major incident conference calls as a representative of CTI through consistent, professional, and highly assertive communication, 12) Perform intermediate and complex operational tasks requiring independent analysis and decision making. Supported new computer set-up and Application installation. Responsibilities includes discovering the root cause of customer problems and identifying the action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments. Provide detailed bug reports to engineering teams to improve unreleased beta product. Reconciled cash register and receipts averaging over $500 per day. Work with TOC to determine if the problem may be area wide as opposed to individual. Tier 2 Technical Support Specialist jobs. Ensured superior customer service by addressing client concerns, demonstrating empathy, and resolving issues on the spot. Supported level one representatives with guidance of product and procedures, Assisted with creation and implementation of new procedures to benefit operations. Proficient with MAC OS 7.5.3 or later, Experienced and knowledgeable of LAN's OS integration, Internet protocols and data network systems, such as DNS, IP routing, and TCP/IP port configuration, High school diploma or general education diploma (GED) preferred, Include shifts which may cover support hours from 7am to 9pm Monday through Friday and 9am to 5pm on Saturday and Sunday, Responds to basic technical and/or product and service questions, methods and procedure issues, and general information inquiries, Responsible for independent resolution to routine issues, and for notifying management of non-routine issues which need immediate attention and/or escalation, Pinpoint strengths and weaknesses of various alternatives and select or recommend appropriate decisions/solutions, Contributes to the overall structure, content, and organization of the technical support knowledgebase, Monitors the scoring environments by utilizing software applications and tools, Call center or Help Desk experience is preferred, Willingness to work as a member of a team to solve problems and accomplish goals, Experience working with network protocols a plus, Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products, Associate’s Degree in related technical discipline with six years of related technical experience preferred, Ability to effectively communicate, both written and verbally, Ability to learn including strong problem solving skills, Job requirements may vary by country and will not contravene any local laws, Providing Tier 1 technical support to Authorized Users for all Contacts received, documenting all case notes in Salesforce Service Cloud, including, Escalating to CLIENT Tier 2 support staff any Issues that cannot be resolved at the Tier 1 level due to complexity or escalation request, Educating CLIENTs customers on CLIENT products and services that will enhance their relationships with CLIENT and increase CLIENTs profitability, Analyzing Issue trends, including top Contact drivers, and recommend and implement action plans, with CLIENTs approval, to reduce Issues, Has general knowledge of computers, operating systems, and have had some previous technical/technology training, Will be expected to provide customer-friendly and proficient technical support to high speed data and Digital Phone customers using phone, email, chat, instant messaging, and other means of communication, Associate’s Degree (A.A.) or equivalent from two-year College or technical school; or one year related experience and/or training; or equivalent combination of education and experience- PREFERRED, Knowledge of CSG, including but not limited to, work order entry/close, account research, billing and service code look-up, and credit/debit procedures a plus, Include shifts which may cover support hours from 12:30pm to 9pm Monday through Friday and 9am to 5pm on Saturday and Sunday, May be required to work a rotating shift schedule, Provide knowledgeable responses to inquiries in a courteous and professional manner, Provide complete documentation of issues handled, Responsible for meeting effective, timely, quality, and documented solutions to production issues, Looks for and finds ways to improve operations and systems, Performs problem resolution, troubleshooting, and diagnosis for calls and emails, High School Diploma or equivalent required.
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