Tier 2 representative

T E C Industrial Inc; Coudersport (Potter County); On-site; USD 17,000 - 24,000; Full time

Job summary

Zito Media in Coudersport, PA is hiring a Tier II Representative to handle customer calls, electronic communications, and line reports related to Zito Media products and services.

Responsibilities include diagnosing issues, coordinating with departments to restore service, and providing status updates to customers and management. Requires 2+ years in customer service/tech support, IP-based product knowledge, and strong communication skills.

Qualifications

• At least 2 years of experience in customer service/technical support.
• Knowledge of IP based products.
• Ability to multi-task.
• Degree in technology preferred.
• Demonstrated ability to solve complex problems and make sound judgments.
• Excellent written, oral and interpersonal communication.

Responsibilities

• Obtain pertinent information through fact finding and evaluation of customer-reported trouble.
• Coordinate with various departments to restore or repair customer service.
• Provide technical support to diagnose and resolve hardware and software issues.
• Formulate trouble reports/tickets and provide solutions for customer repair problems.
• Interface with customers to provide status and ensure service restoration.
• Support provisioning analyst with new product development.
• Provide status updates to management regarding ongoing issues.
• Provide guidance to customer service representatives in resolving difficult questions.
• Assist with special projects as needed.
• Perform other related duties as assigned.

Skills

Customer service

Technical support

IP based products

Multi-tasking

Communication skills

Troubleshooting

PC knowledge

Flexible schedule

Education

Degree in technology

Job description

• Location 102 South Main Street,Coudersport, PA, 16915,United States
• Base Pay $15.00 / Hour
• Employee Type Full Time Non-Exempt

Description

Zito Media currently has an opening for a Tier II Representative in the Coudersport office to respond to customer calls, electronic communications, and/or other telephone line reports related to Zito Media products and services.

Job Responsibilities

• Obtain pertinent information through fact finding and consultation and evaluate and assess customers-reported trouble.
• Coordinate with various departments to restore or repair customer service. May need to dispatch, dispatch??
• Provide technical support to diagnose and resolve technical hardware and software issues.
• Formulate trouble reports/tickets and/or provide solutions for customer repair problems.
• Interface directly with customers on providing status and ensuring service has been restored.
• Support provisioning analyst with new product development.
• Provide status updates to management regarding ongoing issue.
• Provide guidance and/or help to customer service representatives in resolution of difficult subscriber questions and/or problems.
• Assist with special projects as needed.
• Perform other related duties and tasks as assigned or as become evident.

Required Skills/Education

• At least 2 years of experience in customer service/technical support role.
• Knowledge of IP based products.
• Ability to multi-task.
• Degree in technology preferred.
• Demonstrated ability to solve complex problems and make sound judgments and ethical decisions.
• Excellent written, oral and interpersonal communication skills, demonstrated by the ability to communicate effectively with customers, employees and throughout organization.
• Able to troubleshoot high speed internet, IP set tops, digital phone, email, router and modem issues.
• Personal computer knowledge necessary, including word processing, spreadsheets and customer database software.
• Availability to work a flexible schedule including weekends and evenings.
• Regular, punctual and consistent attendance.

Zito Media retains the right to change this job description any time. Zito offers a robust benefits package including medical, dental, vision, 401 (k) plan, and discounted services for employees who reside within the Zito coverage areas. Zito Media is an equal opportunity employer which prohibits discrimination on the basis of race, color, religion, national origin, age or sex. The company encourages job applications from minority and female candidates.

Requirements

• At least 2 years of experience in customer service/technical support role.
• Knowledge of IP based products.
• Ability to multi-task.
• Degree in technology preferred.
• Demonstrated ability to solve complex problems and make sound judgments and ethical decisions.
• Excellent written, oral and interpersonal communication skills, demonstrated by the ability to communicate effectively with customers, employees and throughout organization.
• Able to troubleshoot high speed internet, IP set tops, digital phone, email, router and modem issues.
• Personal computer knowledge necessary, including word processing, spreadsheets and customer database software.
• Availability to work a flexible schedule including weekends and evenings.
• Regular, punctual and consistent attendance.

Summary

Zito Media currently has an opening for a Tier II Representative in the Coudersport office to respond to customer calls, electronic communications, and/or other telephone line reports related to Zito Media products and services.

Job Responsibilities

• Obtain pertinent information through fact finding and consultation and evaluate and assess customers-reported trouble.
• Coordinate with various departments to restore or repair customer service. May need to dispatch, dispatch??
• Provide technical support to diagnose and resolve technical hardware and software issues.
• Formulate trouble reports/tickets and/or provide solutions for customer repair problems.
• Interface directly with customers on providing status and ensuring service has been restored.
• Support provisioning analyst with new product development.
• Provide status updates to management regarding ongoing issue.
• Provide guidance and/or help to customer service representatives in resolution of difficult subscriber questions and/or problems.
• Assist with special projects as needed.
• Perform other related duties and tasks as assigned or as become evident.

Zito Media retains the right to change this job description any time. Zito offers a robust benefits package including medical, dental, vision, 401 (k) plan, and discounted services for employees who reside within the Zito coverage areas. Zito Media is an equal opportunity employer which prohibits discrimination on the basis of race, color, religion, national origin, age or sex. The company encourages job applications from minority and female candidates.