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Job Description
- Req#: JOBREQ-27531
- Trouble shoot 3rd party hardware and software.
- Respond to and track any such issues by ensuring the customer is promptly notified while ensuring resolution and/or proper handoff to team members
- Manage relationships between vendors, internal resources, and customers
- Lead, train and mentor other Tier 1 and Tier 2 Technical Support staff for purposes of achieving optimal first contact closure rate
- Expected to log in to an ACD call queue to receive customer and vendor calls
- Perform proper trouble ticket entry and administration, and to adhere to escalation procedures and customer facing processes
- Escalate any trouble tickets to the next level of support when appropriate
- Must follow predefined guidelines, protocols, and procedures as directed
- Be available to work any shift in a 24x7 call center environment
- Flexibility to perform additional tasks or duties outside of normal daily activities
- Candidate must have strong analytical skills
- Strong verbal and written communications and interpersonal skills
- Professional demeanor
- Have a customer satisfaction driven attitude
- Be an active contributor in a positive team environment
- Candidate must possess the ability to learn, retain, and apply new information in an ever-changing environment
We are excited that you are interested in employment opportunities at Fusion!
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Submitting a profile along with your resume helps to speed the hiring process and places you in our system so that we can consider you for future opportunities as well.
Please review our current openings for a full listing of available opportunities. You can search for current openings by title and location and submit a profile to express an interest in these opportunities.
Job Description:
Essential Duties and Responsibilities (other duties may be assigned):
Knowledge, Skills and Abilities Requirements:
About the company
Fusion Connect is your Managed Service Provider for business communications, secure networks, and hosted collaboration tools. Connect your business.
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Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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