Job Description
Essential Functions:
+ Prioritize, classify, and escalate incidents according to standard operating procedures.
+ Provide first-level support for both external and internal customers, identifying issues that need attention from Engineering or product teams.
+ Interact with team members, management, internal departments, and business partners to maintain workflows,
+ escalate, and resolve customer service requests.
+ Deliver first-level customer service via chat, phone, and ticketing system for various product lines.
+ Perform additional duties as assigned by management.
Experience Requirements:
+ 2+ years of technical support experience with call center exposure, preferably in a product company or managed service provider setting.
+ 1-2 years of team-lead experience
+ Product support experience in one or more of the following areas:
+ Copper Cabling
+ Fiber Cabling
+ ...
+ Prioritize, classify, and escalate incidents according to standard operating procedures.
+ Provide first-level support for both external and internal customers, identifying issues that need attention from Engineering or product teams.
+ Interact with team members, management, internal departments, and business partners to maintain workflows,
+ escalate, and resolve customer service requests.
+ Deliver first-level customer service via chat, phone, and ticketing system for various product lines.
+ Perform additional duties as assigned by management.
Experience Requirements:
+ 2+ years of technical support experience with call center exposure, preferably in a product company or managed service provider setting.
+ 1-2 years of team-lead experience
+ Product support experience in one or more of the following areas:
+ Copper Cabling
+ Fiber Cabling
+ ...