Now Hiring - Wilkes Communications - Sales & Support Specialist - Tier 2 Support - Wilkesboro office in Wilkesboro, NC

Full description of the position

POSITION TITLE: Sales & Support Specialist - Tier 2 Support - Wilkesboro office DEPARTMENT: Customer Service REPORTS TO: Customer Service Manager PURPOSE OF POSITION To work with the Customer Service team to address customer requests related to support while assisting with daily administrative tasks. This includes communicating plans to represent the company's products and services to customers and employees. Ensuring the accuracy of service orders, scheduling technicians, maintaining documentation, and troubleshooting to restore services. This position acts as an escalation for Tier 1 Sales & Support Specialists. Efficiently managing time and work is essential to maximize productivity and ensure timely customer care. Active participation is needed to achieve company sales goals and maintain standard levels of service. ESSENTIAL DUTIES & RESPONSIBILITIES Job duties and responsibilities are primarily customer-related service and technical support. This position requires that the candidate be able to perform these functions in a call center environment. Primary Job Functions * Acts upon direct instruction without continuous supervision. * Review and answer customer questions related to services or service-related issues. * Maintain profitable and productive relationships with customers. Provide excellent services and ensure customer satisfaction. Engage in consistent, excellent relationship management by following up with Customers by phone or email. * Maintain up-to-date knowledge about product and network information and promotions. * De-escalate situations involving dissatisfied customers, offering patience, assistance, and support. * Guide callers through navigating products or services. * Process trouble tickets for customer accounts with accuracy and efficiency so that all requests are completed promptly according to the standards of the department benchmark. * Maintain customer satisfaction levels at the department benchmark in relation to the company's Net Promoter Score. * Update customer database with contact details. * Provision and troubleshoot CPE in various network management systems/software. * Performs data and switch modifications in connection with activation, suspension, and re-establishment of services. * Provide Tier 2 support by taking telephone or email inquiry and using troubleshooting skills to assist customers with hardware, software or network problems. Recognize and escalate unresolved problems to Tier 3 support or technician dispatch. * Assign/schedule technicians' duties daily with accurate routing to appropriate areas to maximize efficiency. * Maintain communication with various stakeholders (technicians, engineers, customers, etc.) regarding pending service orders, troubles, or mass outages. Periodic Job Duties * Provide assistance to other departments (Engineering, Central Office, Sales, etc.) * Prepare various reports. * Attend sales training, technical training, and educational programs for professional development, some of which may require overnight travel. * Perform other duties as directed by management. JOB KNOWLEDGE, EXPERIENCE, & EDUCATION * Recommended two-year associate degree in a technical or or two years' related experience. * Ability to learn job duties by observation and through employee training in specific work areas. * Ability to solve practical problems and deal with multiple concrete variables in situations with limited standardization. * Detail-oriented and able to work efficiently under deadline pressure. Must be able to organize and prioritize multiple job assignments with minimal supervision. Excellent verbal and written communication skills. * Ability to work well in a goal-oriented and technical environment as a motivated team player. * Computer proficiency is critical in applications such as Google Suites, billing system applications, and other software applications as deemed necessary to perform job functions or the ability to possess such skills within 90 days of the hire date. * Knowledge of communication technology products and services and all company-provided CPE. * Knowledge of communication systems operation, including installation, troubleshooting, and network design. * Skilled in persuasive techniques for sales purposes. * Bi-lingual is a plus but not required. EQUIPMENT Equipment and/or tools used to perform job functions * Computer & Printer * Telephone / ACD system * Copier / Fax Machine PHYSICAL REQUIREMENTS & WORKING CONDITIONS * Shift for this posting is Wednesday - Saturday. * Work is in a controlled office environment. * Long periods of sitting at workstation. * Minimal amount of lifting, pushing/pulling, and carrying. * Occasional walking, stooping, standing, bending, and reaching above head. * Good eyesight to read computer screens and various reports. * Hearing ability to communicate with employees and business contacts. OTHER REQUIREMENTS & NOTES * Ability to perform independently and positively in a fast-paced and changing work environment. * Tact and patience are required when dealing with irate customers to project a good company image. A good telephone personality is essential. * Must develop a good working relationship with all personnel in the various departments to ensure the timely completion of work requirements for customer satisfaction. * Attention to detail, excellent attendance, and flexibility to work overtime or a varied schedule is a requirement. * Follow company policies and procedures. * Safety practices and guidelines must be understood and always followed. The work described above includes the overall function of the job, but is not considered a detailed description of each individual duty of the employee. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment. Job Type: Full-time Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * Vision insurance Work Location: In person