Objectives:    

To provide the principal operational interface between the customer and Vantage, coordinating as necessary with internal Vantage support personnel (such as; provisioning engineers, premise support engineers, carrier services, and Partner support teams).  The Customer Support Representative – Tier 1 (CSR) is responsible for fielding inbound customer requests for service, general support, or repair - generating, tracking, and completing customer requested work orders.  This process includes taking customer calls (phone calls and email-originated tickets), analyzing the customer request, then determining how/who best to address the customer request.  In the event the request is beyond the experience and knowledge of the CSR, the CSR must assign the respective ticket to the appropriate Vantage resource.  Upon work completion, the CSR is responsible for customer follow-up via telephone and/or e-mail to ensure customer acknowledgement and satisfaction with the work performed. 

The Customer Service Representative – Tier 1 will also be responsible for personally performing the tasks necessary to resolve or complete ‘user-level’ customer issues, such as password resets, auto attendant changes, provisioning of additional users, user feature/functionality setting adjustments, and providing ‘how to’ answers.  The CSR will also conduct new user provisioning for existing customers, and at times in support of new customer implementations.

This position currently reports to the Director of Engineering.

Key Responsibilities:

• Provides direct customer interaction by telephone and e-mail, providing ongoing communication to the customer regarding status and actions of any work requested by the customer


• Performs the requested tasks and/or coordinates the resolution of customer requests, issues, concerns and emergency situations, determining when to perform the requested tasks personally and when to escalate to other Vantage resources


• Remain aware of current overall customer workload vs. available resources in order to estimate and communicate an accurate customer expectation regarding the completion of the requested task(s).


• Assists with new customer implementation and provisioning as requested.


• Inputs work orders into the Vantage View, our internal web-based customer ticketing & billing system


• Documents all customer interaction and requested/performed work in the Vantage View ticketing system and assists with proper billing input


• Communicates with Partner field service organizations regarding the status of all orders being worked by the outside support team(s)


• Ensures that Vantage support resources and Partner service organizations are meeting response commitment levels and notifies Vantage management as necessary.


• Determines and internally publicizes the urgency needed for customer satisfaction and timely completion of order


• Keeps management informed of large, unusual or particularly urgent requests


• Ensures customer satisfaction
  
  
  
  • Maintains a high-level of customer communication
  
  
  • Personally performs/resolves outstanding issues/requests
  
  
  • Promotes executive awareness as necessary
  
  
  
  

Recommended Experience:

• 2 or more years of direct customer interaction experience


• 1-year experience in providing ‘level 1’ helpdesk support activities for phone users, including but not limited to; feature/functionality operation and voice mail


• 1-year experience in providing ‘level 1’ helpdesk support activities for desktop (PC and application) services


• 1-year experience with telecommunications systems (PBX with related peripherals or VoIP systems) management, provisioning, and/or administration


• working knowledge of VoIP/PBX/voice mail systems operations, feature functionality, feature operation, station implementation


• familiarity with ‘voice’ and/or ‘data’ network services; ISP, MPLS, DID, LAN/WAN equipment (router, switches, firewall)


• Associates degree or relevant technical certification preferred


• strong organizational skills


• strong communication skills, both written and oral (particularly via telephone)


• innate attention to detail