CAE Tier/Troubleshooting Augusta, Georgia

Southern / 544 Augusta

Position Summary: To serve as a representative for @ Home products and services to new and existing @ Home internet customers by meeting or exceeding specific departmental and individual goals. Provide Tier 1 technical support via inbound phone inquiries. Major Duties: (May perform any or all of the following duties): Provide high quality and efficient customer support via phone or e-support solutions Provide One Contact resolution to inquiries wherever possible. Maintain productivity and quality standards Make recommendations to enhance the existing Call Center operations Act as liaison between the customer and other departments and systems. Assist Call Center in achieving required Call Center goals and industry requirements. Perform other duties as assigned

Required Skills:
•Education and Experience Requirements: High school diploma or equivalent. Minimum of 1-year of call center, customer service or technical support experience or the recognized equivalent in work experience or a combination of work experience and education. Internal candidates should be at CAE II level or above, or have comparable work experience. Experience with personal computers, installing software programs and troubleshooting operating systems, software and hardware.

Preferred Qualifications: Demonstrated courtesy and patience in customer service.
Ability to listen and interpret the needs of customers.
Ability to work independently to resolve customer problems or complaints.
Familiarity with MAC and Windows operating systems
Proficiency with WWW and Internet
E-Mail and basic troubleshooting required
Strong Written and Oral communications skills