Advanced Services Group Representative

Company Summary: Speakeasy, one of the nation’s leading broadband voice (VoIP), data and IT service providers, simplifies small business communications with cost-effective service packages and unparalleled support. Speakeasy joined the Best Buy family in 2007 and now works with Best Buy for Business to champion technology for small businesses throughout the U.S.  Speakeasy manages its own private fiber-optic national network, ensuring fast connections, low latency, and an unparalleled degree of security protection from the public internet. Speakeasy’s full range of business-class products – from OneLink and VoIP to business bandwidth solutions - offers features and benefits with unrivaled customer service. Speakeasy’s broadband services are available in most metropolitan areas within the 48 contiguous United States.  Position Summary: The primary focus of the ASG position is to provide industry-leading, world-class customer service to Speakeasy’s business customers.  Successful candidates will accomplish this goal by taking on and owning all issues that may arise, from billing to router configuration and LAN support.  Your responsibilities will include but are not limited to: Answering Advanced Services Group customer calls and overflow calls from Dedicated Account Manager customers Creating and updating Trouble Tickets for customers as well as updating the Account Manager’s of any issues Providing timely and thorough updates of all issues dealt with Owning all issues through to resolution Supporting and troubleshooting broadband connectivity, including ADSL, SDSL, IDSL, T1 (Bonded), and BizVoIP services Supporting and troubleshooting domains and DNS issues Phone call and ticket queue awareness and ownership Maintaining consistent quality and performance metrics as set out by management This position requires the following skills and experience: Previous call center experience Ability to effectively deal with the expectations of a very high-volume call center Ability to handle and prioritize multiple contacts and tasks Experience supporting Speakeasy’s services, products, and offerings Strong working knowledge of TCP/IP, domain hosting, and LAN concepts Excellent written and verbal communication skills, and an ability to maintain strict professionalism in all client communication Familiarity with Speakeasy processes and systems, and with our vendors’ processes and systems Excellent public speaking and presentation skills Ability to keep a regular and consistent work schedule Speakeasy offers a full suite of benefits, including full medical, dental, and vision coverage (100% paid for employees); a 401(K) plan with a company matching contribution; a transportation benefit; and many other excellent perks. We're looking for talented and highly skilled individuals to join our dynamic and fast-paced culture and contribute to Speakeasy’s continued success.  For more information about Speakeasy and about the position, check out our website at http://www.speakeasy.net/careers/ If you are interested in this position, you can apply directly by clicking here