Technical Customer Service Representative (266479-718)
Entriq, Inc. (San Diego, California)

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With over 20 years of pay media experience, Entriq Inc. provides a seamless managed service to media companies worldwide, providing them with the tools to securely monetize and manage the distribution of their premium content across broadband, mobile and IPTV platforms. The Entriq digital media business solution enforces digital rights and enables content owners to take full advantage of the distribution and syndication capabilities offered by these new platforms. Entriq's clientele base are industry leaders, such as NBC Universal, MTV, Viacom, The Coca-Cola Company, Discovery, UFC, MTV, World Wrestling Entertainment (WWE), BT, UEFA, Channel 4 (U.K.), and The Olympics. Description

Summary: Provide on-line assistance and support to prospective customers and subscribers on product and services that contributes to the growth of the business and builds subscriber retention and loyalty.

Essential Duties and Responsibilities:
(other duties may be assigned)
Interfaces with potential customers and subscribers via on-line chat and email or by phone. Provides service support across all aspects of the product and service to subscribers, including: registration, subscription, authorization, cancellation/disconnection, change in services, billing, account queries, payments and collections. Attends to subscriber requests and questions concerning the product, service, technology and billing. Resolves complaints concerning the product or services rendered, referring complaints that are not able too be resolved immediately to designated departments or persons for further investigation. Delivers a high level of service to subscribers to agreed service levels and standards. Required Skills

Qualifications and Competencies:
Technology comfort and know-how - confident in the use and application of standard business software, such as Word processing, Spreadsheets, Accounting software, Internet software, E-mail and on-line chat, Order processing.
Must be 'Web-Site savvy', that is adept at using internet technology and automation tools, i.e. pushing pages, using prepared phrases, basic web-site infrastructure, and information locations in order to provide a positive visitor experience. Familiarity with Windows Media Player, DRM technology and license delivery encouraged.
Typing skills - fast and accurate typing skills are an absolute requirement since engagements depend on prompt, timely dialogue.
Written communication skills - reps must have the ability to communicate online in a conversational manner that promotes dialogue and establishes rapport. Online writing necessitates that reps have an aptitude for knowing when to apply the 'do's and don'ts' of online communication.
Analytical and judgment skills - ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagrammatic form.
Service orientation - reps need a 'Can-Do' approach in providing assistance and support to customers that builds loyalty and value within the subscriber relationship
Flexibility - reps need to adapt to continual change as the business develops and grows, expanding its product and customer base, and fine-tuning its processes. In addition, the website is an ever changing conglomeration of data which reps must regularly assimilate to utilize as part of their sales process.
Focus and Ability to Complete Tasks - need to close engagement and transfer knowledge from interaction to action and solutions. Prioritization, planning and accuracy are critical to leverage the interaction into improved performance.
Availability - reps must be willing to work unconventional hours as demands for customer care run 24/7.
Motivated and Results Orientated - comfortable working within a demanding customer contact environment, that requires a high degree of self-motivation and achievement of performance targets.
Education/Experience: Associate's degree (A. A.) or equivalent from two-year college or technical school; or two to three years related experience and/or training within an ISP or telebusiness environment; or equivalent combination of education and experience.
Ability to calculate figures and amounts such as discounts; commissions; proportions; percentages. Submitting a resume online at a job site could cause valuable screening information to be missed. Please visit our website at www.ibsinterprit.com or apply directly at: http://hostedjobs.openhire.com/epostings/jobs/submit.cfm?fuseaction=dspjob&jobid=266479&company_id=15718&jobboardid=24&version=3 IBS Interprit is an Equal Opportunity Employer