Customer Support / Tech Support Rep
TopSource (Miami, Florida)

TopSource is a full-service staffing company specializing in IT/Technology, Accounting/ Finance, Sales and Marketing and Human Resources. Our clients are leading companies throughout the South Florida market. We are affiliated with New Horizons of South Florida, the World's largest independent technology training company and the #1 Training Company in South Florida, having working relationships with all of the top corporations locally!

Our direct client, a fast growing telecom company in Miami, has an immediate need for a CSR/Tech Support Rep.

JOB SUMMARY:
Provide 1st and 2nd Tier customer support for telecom products and services during the hours of either:
11 AM to 8 PM
12 PM to 9 PM


ESSENTIAL FUNCTIONS:
Provide support to customers on a variety of technical issues. Identifies, researches, and resolves technical problems. Respond to telephone calls, email, and personnel requests for technical support using excellent diplomatic and communication skills. Document, track, and monitor issues to ensure resolution within our service level agreements. Use knowledge of commonly-used concepts, practices, and procedures within Customer Service, Support, and/or Help Desk functions. Rely on experience and prudence as well as instructions and pre-established guidelines to perform the functions of the job. Work both independently and under immediate supervision, using keen judgment when needed.


KEY RESPONSIBILITIES
80% Resolve company product support problems reported to Customer Support

** Provide first-level contact and problem resolution for all customers with internet faxing, software, and application problems.
** Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support incidents.
** Use advanced troubleshooting skills.
** Courteously obtain and convey concise problem information for external and internal service personnel.
** Provide accurate and timely logging of problems and resolution for problems in the RightNow trouble ticket system.
** Escalate problems as appropriate following Customer Support procedures.
** Act as a liaison between customers and internal support staff to assure accurate problem interpretation.
** Maintain communications with customers during the problem resolution process.
** Utilize superior customer service skills.

10% Training and Quality Improvement

** Maintain in-depth knowledge of company supported products and services.
** Work with Product Management to identify necessary or desirable training that will enhance and improve support to customers.
** Review and recommend modifications to procedures with Customer Support Manager.
** Perform coaching and mentoring for 1st Tier Customer Support Representatives as assigned.

10% Customer Support documentation, records and reports

** Review and update Customer Support documentation as assigned.
** Gather and input data for regular reports distributed by the Customer Support Manager.

REQUIREMENTS

** Demonstrated ability to effectively communicate by phone or in person.
** Demonstrated writing ability.
** Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
** Ability to learn new technologies quickly.
** Solid Knowledge of information technology (BONUS: strong knowledge of telecom products and services.)
** Demonstrated analytical and troubleshooting skills.
** Demonstrated ability to work in a fast paced Support environment.
** Show initiative and act independently to resolve problems.
** Demonstrated ability to manage multiple priorities and follow through on projects to completion.
** Excellent teamwork skills.
** Proven ability to influence cross-functional teams without formal authority.
** Knowledgeable in technology.
** Knowledge of telecom, messaging, and/or faxing is a strong plus.
Bilingual is not a requirement. Fluency in German is a plus.

To Apply:
Email resume in MS Word to marc@topsourcestaffing.com and be sure to include requested hourly rate.