Customer Service Rep 1 (Technical Support)

Job Description

Job Description

JOB SUMMARY

The Customer Service Rep 1 – CSCC is responsible for providing quality technical support to Momentum's White Label Enterprise resellers, customers, and end-users. Escalated issues are tracked to resolution.

This position is located in our Cartersville, GA office. 100% in-office attendance is expected during training. A hybrid schedule (requiring a minimum of 3 days per week in office) may be approved after onboarding, dependent on meeting employee performance, attendance and conduct standards and any additional needs for future training. (Note : For approval of hybrid work, employees must maintain acceptable internet connection speed suitable for VOIP services for their home office. If this cannot be guaranteed, then employees would be expected to report to the office.)

GENERAL DUTIES AND RESPONSIBILITIES :

• Providing superior customer service and technical support to data and voice subscribers.
• Field inbound Calls resolving technical VoIP and data connections issues.
• Meet all individual performance goals and standards.
• Must be able to work independently with minimal guidance and demonstrate a sense of urgency for customer impacting issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

As a Contact Center we need to have sufficient staff to service incoming call volumes. This position is interactive, and responsible for serving our customers. Regular and predictable job attendance is an essential function of this position.

COMPETENCIES / SPECIFIC EXPERIENCE OR TRAINING PREFERRED :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE

KNOWLEDGE, SKILLS, AND ABILITIES.

JOB CONDITIONS :

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the associate is :