Premier Data Support Representative Tier 1 (Overnight)

ABOUT MOMENTUM:

Momentum is a leading global provider of managed cloud communications services to medium and large enterprise customers. Our offerings include cloud voice, unified communications, and collaboration, and managed data connectivity including SD-WAN. Momentum is at the forefront of innovation in the voice and unified collaborations space. We are committed to developing cutting-edge solutions that enhance communication and productivity for businesses worldwide.

Job Summary

The Premier Data Support Team is a high-touch Support Group for our Top 10 Data Customers. This position requires individuals hyper-focused on customer service and telephone-based troubleshooting and updates (in addition to written documentation and communication).

The Premier Data Support Representative - Tier 1 role is responsible for processing service interruption reports for customers via phone, or email, comprising all of Momentum data circuit services including the NID Navigator product. Troubleshooting to identify appropriate resolution, follows-up with ongoing tickets, verifies network outages and escalate to appropriate carriers to ensure timely resolution with a primary emphasis on a quality, first-call resolution.

This position will be based out of our Knoxville, TN office or our Cartersville, GA office.

GENERAL DUTIES AND RESPONSIBILITIES:

• Accurately documents problems including client testing and diagnostic results by utilizing the trouble ticketing system and network monitoring tools.
• Utilizes multiple software systems and applications to ensure customer tickets are completed accurately and on time as per SLA requirements.
• Works on straight forward tasks using established procedures as well as processing maintenance notifications.
• Handle inbound customer repair request via phone, email and network monitoring tools (proactive alarms).
• Manage ticket queues (Support and Maintenance).
• Interface with local exchange carriers, field service technicians and other internal departments as needed to resolve customer troubles.
• Provide customer with status updates via email and inbound automatic call distributor (ACD) calls or outbound on an hourly basis.
• Independently recognize and diffuse escalated customer situations while setting accurate expectations for issue resolution.
• Communicate with customers in a professional manner in all situations while demonstrating courtesy, patience and troubleshooting skills in customer relations.
• Achieve standards for consistent performance (scorecards/QA).
• Proficiently utilize tools and internal resources to troubleshoot and repair managed services customer problems (NID Navigator).
• Regular, consistent, and punctual attendance is an essential requirement of this role.
• Process basic emergency maintenance activities of the customer’s managed network and the services on that network.
• Escalate to higher tier support using pre-defined time-based and severity criteria.
• Perform scheduled and emergency maintenance work according to prescribed methods and procedures.
• Audit the ticket queue on an hourly basis
• Other duties and responsibilities as assigned.
  
  

KNOWLEDGE, SKILL SET & QUALIFICATIONS:

• Minimum 2 years in a Tier 1 position.
• Excellent verbal, written and interpersonal communication skills
• Outstanding customer service skills and dedication to providing exceptional customer care. This will include contacting the customer via phone for each new trouble ticket and before closure of existing trouble tickets.
• Strong analytical, problem solving, and investigative skills, focused on quality and customer service
• Attention to detail and solid time management skills
• Ability to multitask and successfully operate in a fast-paced, team environment
• Willingness to adapt well to change and successfully set and adjust priorities as needed
• Proficiency with Microsoft Office (intermediate Word, basic Excel)
• Advanced to native English language skills (speaking and writing) required
• Advanced knowledge of Salesforce and Momentum Accounts and circuit/network assets
• High-speed internet at home office required.
• Must be dependable and interested in learning new skills.
• Prior background working in NOC environment is highly desired.
• Network+ certification or equivalent job-related experience
• Demonstrate exceptional customer service behaviors to customers and Support members such as: friendliness and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information.
  
  

JOB CONDITIONS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is:

• Some shift work is required for evenings and weekends.
• Some overtime is required
• Regular, consistent, and punctual attendance is an essential requirement of this role.
• Required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear.
• Occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.
• Must be able to speak clearly.