Advanced Technical Support Representative (Puyallup, WA) 55049334

JOB RESPONSIBILITIES:
Advanced Technical Support (ATS) Representatives will take calls from technicians on installs and trouble-calls for both Telephony and High Speed Internet (HSI), helping to provision and/or troubleshoot while the technician is on site. ATS Reps also will use Trouble Ticket Support to work reported problems, calling customers to troubleshoot advanced HSI and Telephony problems. In addition, they will work with various software applications, such as CSG, ICOMS, SVP, CADM and Cornerstone. ATS Reps will communicate simultaneously over the phone with customers, field technicians and third party vendors. They will cross-reference between billing and provisioning tools to ensure orders and inventory are tracked accurately.

Punctual, regular, and consistent attendance.

PHYSICAL RESPONSIBILITIES:
• Telephone use no less than 7 hours/day.
• Keyboard and mouse use approximately 7 hours/day.
• Sitting for long periods of time.
• No lifting required.


Required Skills:
Minimum Requirements:
EXPERIENCE:
• Previous Customer Service experience required.
• Strong computer skills required, including solid working knowledge of Windows based applications.
• Previous Telephony and/or HSI experience preferred.
• Knowledge of switch and/or modem provisioning preferred.

EDUCATION:
• High school diploma or equivalent is required.

OTHER:
• Excellent Verbal and Written Skills.
• Advanced troubleshooting skills a must.
• Ability to work under pressure and within a fast-paced environment.
• Ability to work independently as well as in a team environment.
• Must have mature judgment and the ability to relate well with others.
• Ability to work a flexible schedule.
• Ability to work overtime as needed.