Tier 2 Customer Service Representative @ Outsourcive, LLC - Remote

Tier 2 Customer Service Representative

12 days ago
Company Profile:
Boutique technology consulting firm that has been serving SMB and small enterprise customers for 20 years. With a focus on mid-size customers — who are typically underserved by today’s telecom and cloud service providers — we deliver value through long-term, collaborative partnerships. Offerings include a unique managed service, Customer Assurance, that provides lifecycle management of telecom and cloud services, and serves as the single point of contact across all providers/suppliers on behalf of its clients.
Position Summary:
The Service Manager will primarily be responsible for managing the resolution of acute and chronic service issues for our clients. The position is ideal for a detail-oriented professional that is able to use critical thinking to understand complex technical issues, coordinate required resources to drive the issue to resolution while providing constant communication to all stake holders involved in the resolution effort including interacting and updating clients throughout the process.
Essential Duties and Responsibilities:
Service Management
  • Manage incoming requests to service queue.
  • Act on requests within supplier portals (carriers, UCaaS, etc) in a timely manner.
  • Utilize company portal and database to understand client’s inventory and efficiently assess reported issues.
  • Open tickets with service providers and manage escalation of those tickets.
  • Coordinate additional resources to resolve issues, i.e. client’s IT team or 3rd party IT/PBX vendors.
  • Understand full impact of issue to client’s business, offer temporary solutions to triage the issue, take full ownership of driving the issue to resolution.
  • Provide constant contact to all stake holders during resolution process including, client, provider, 3rd party IT/PBX vendors and our account team.
  • Track and manage all activities within our portal.
Additional Duties and Responsibilities:
  • Manage complex MACDs.
  • Attend company events and training.
  • Actively Support/participate in special projects and client or company initiatives as required.
  • Experience and ability working from home.
  • Strong interpersonal skills with the ability to establish trust and confidence.
  • At least 5 years of experience in a fast-paced telecommunication environment.
  • Strong technical knowledge of traditional telecommunication technologies.
  • Strong technical knowledge of UCaaS and SDWAN technologies.
  • Moderate technical knowledge of IaaS and other IT related cloud technologies.
  • Strong attention to detail and good follow through.
  • Strong work ethic, excellent verbal and written communication skills.
Job Types: Full-time, Part-time, Contract
Pay: $18.00 - $30.00 per hour
  • UcaaS Support: 5 years (Preferred)
  • SDWan: 3 years (Preferred)
Contract Length:
  • More than 1 year
  • Varies
Full Time Opportunity:
  • Yes
Work Location:
  • Fully Remote
Communication method(s) used:
  • Email
  • Phone
  • Chat
Job Duties:
  • Answer incoming customer inquiries
  • Collaborate with management teams to stay updated on new products, services, and policies
  • Record customer information within our customer service database
  • Engage with clients in a friendly and professional manner while actively listening to their concerns
  • Offer support and solutions to customers in accordance with the company's customer service policies
  • Other duties as requested
This Job Is Ideal for Someone Who Is:
  • Dependable -- more reliable than spontaneous
  • People-oriented -- enjoys interacting with people and working on group projects
  • Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
  • Detail-oriented -- would rather focus on the details of work than the bigger picture
  • Achievement-oriented -- enjoys taking on challenges, even if they might fail
  • Autonomous/Independent -- enjoys working with little direction
  • Innovative -- prefers working in unconventional ways or on tasks that require creativity
  • High stress tolerance -- thrives in a high-pressure environment
This Company Describes Its Culture as:
  • Detail-oriented -- quality and precision-focused
  • Outcome-oriented -- results-focused with strong performance culture
  • Stable -- traditional, stable, strong processes
Company's website:
  • www.outsourcive.net
Work Remotely:
  • Yes
COVID-19 Precaution(s):
  • Remote interview process