Customer Support Specialist

Your key responsibilities will include:Answer inbound calls and emails within set service levelsAddress customer inquiries or concerns relating to orders and order progressAssist customers on billing and payment issues and payment extensionsDiagnose technical issues and help customers through to fix various technical problemsAssist in modem configurationProvide technical support to ensure service is within acceptable rangeInitiate outbound contact to resolve escalated concernsLodge Fault Tickets where necessary and appropriateCoordinate with Internal and External techniciansAcknowledge and resolve customer complaints and escalate as neededEnsure records are kept accurate and all interactions are documentedProvide feedback on current processes and accuracy of system tools to generate improvementYour key responsibilities will include:1 YEAR EXPERIENCE IN A AUSTRALIAN TELCO ACCOUNTAnswer inbound calls and emails within set service levelsAddress customer inquiries or concerns relating to orders and order progressAssist customers on billing and payment issues and payment extensionsDiagnose technical issues and help customers through to fix various technical problemsAssist in modem configurationProvide technical support to ensure service is within acceptable rangeInitiate outbound contact to resolve escalated concernsLodge Fault Tickets where necessary and appropriateCoordinate with Internal and External techniciansAcknowledge and resolve customer complaints and escalate as neededEnsure records are kept accurate and all interactions are documentedProvide feedback on current processes and accuracy of system tools to generate improvement