Sr Analyst-Technical Customer Service

Responsibilities

Networkfleet, a leader in wireless fleet management, is looking for a Customer Support Product Specialists to provide Escalation Tier 2 technical support; via phone, email, and remote access for our global positioning system (GPS). The role is to achieve ultimate customer satisfaction by initiating/assisting in the expedient resolution of challenges regarding overall product issues. 

The ideal candidate must have excellent Business decorum; ability to work and multi-task in an interactive environment; be a quick learner on new systems and processes. Have the ability to continually learn new technologies. Candidate must also have excellent written and oral communication skills for both technical and non-technical communications with customers. Detail-oriented, service-driven, reliable, dependable and flexible to support the team where needed. Possess skill set to efficiently and effectively resolve customer problems and address many variables. Have a commitment to providing customers with World Class Customer Support on multiple levels.

This position requires an outgoing, confident individual with excellent communication skills, and the ability to troubleshoot both hardware and software inquires and resolve issues immediately.

Essential functions include, but are not limited to:

• Ability to multi task; balance the demands of the phones while completing documentation of each customer’s request.  

• Provide Tier II troubleshooting: 
• Feedback into the CC team , training and education Care Reps as and when required
• Trouble shoot units sent from CC team, Sales or SOS to identify problems and look for either resolution or recommendation for further hands-on trouble shooting.
• Refer cases to engineering for review if issues cannot be resolved by product specialist team
• Track and monitor progress of cases that are worked on and ensure internal & external customers are kept updated with resolution
• Take solutions and put them into process for rest of CC team, assist with training CC team
• Assist Reps (Customer Care, SOS, IS and Sales Team) with product questions and trouble-shooting questions via Salesforce Cases, email, Phone or in person.
• For certain strategic accounts, calls will be routed directly to the Product Specialist team
• Notify applicable internal and external customers of product alerts as communicated by the engineering Dept. (an example for this could be new release notes)
• Inform team if new issues are uncovered at the regular Product specialist meetings. Ensure rest of CC team, Sales/ SOS team is fully informed of all new product issues.
• Innovate in reporting to best use skills available to this team across the organization to grow the team, improve customer satisfaction and create a knowledgeable and stable team environment
• Coordinate with other depts. to ensure positive customer experience. (Escalation teams, Sales and Engineering Teams to handle a variety of other function). 
• Provide quality service by comprehending procedures and continued product knowledge in pursuit of resolving customers issues.
• In summation this role will require a great deal of execution and relationship building skills

Qualifications

• Must have experience diagnosing and troubleshooting product/website issues; Able to maneuver through Internet Explorer and/or Firefox with ease. Salesforce, back office, ARCH and other Tier I applications used in CARE.
• Flexible: Works well in a changing environment to meet company/customer needs. Must be able to multi-task and thrive in a fast-paced environment
• Works well both individually and as a team to meet dept goals. Self motivated - Demonstrate strong time management capabilities
• Strong attention to detail and data entry skills; Exceptional active listening skills, and Exceptional verbal and written communication.
• Experience with call escalation procedures
• Working knowledge of MS office applications (Word, Excel, Outlook)
• Bring enthusiasm and innovative talent to our team.

Preferred Skills

• 1-2 years working as a Customer Care Rep or SOS
• Two to four years direct customer contact experience in a medium to high volume call center, preferably in Telematics, Telecommunications or IT industry.  

·         Customer Service skills including the ability to understand the customer's technical challenge and
resolving their issue in a friendly and professional manner.

• Experience troubleshooting GPS and/or Cellular Devices (Telematics Industry),   Experience with providing technical support for software and/or hardware products

Education/Experience:

Education: Associate Degree or Equivalent.

2 -4 years of experience working in a Call Center providing Technical Support along with Customer Service.

Schedule Shift:

Current Call Center operational hours are Monday through Friday 5 a.m. to 7 p.m., Saturdays from 7 a.m. to 3 p.m., and holidays 8 am – 1 pm. Schedule may vary depending on business need. Must be flexible – shifts will cover all hours of operation.  Currently looking for late shift 10:30AM-7:00PM.

Equal Employment Opportunity

• Verizon is a Federal Contractor
• Verizon requests veteran priority referrals
• Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.