LOCATION: IRVING, TX MAX BILL RATE: $40/HOUR LENGTH: 6 MONTH PLUS Competencies: DEPARTMENT DESCRIPTION:
Second level for resolving any voice related issues for all corporate sites throughout the United States. * Provide second level call resolution by resolving voice problems during the initial telephone call. * Act as customers' advocate and problem manager for all voice issues. * Ensure that all assigned tickets and requests are resolved within the Service Level Mean Time. JOB DESCRIPTION: This position is the primary interface for customers in need of Level 2 voice telecommunications assistance, informational or procedural assistance. Position objectives are to accurately determine the problem and achieve call problem resolution as defined by the PCM service metrics. * Be the escalation step after Tier 1 Voice requires additional support. * Resolve escalated voice troubles after initial point of contact with customers. * Engage Tier 2 analyst for all service affecting issues. * Engage the appropriate resolver as required * Respond timely and efficiently to all assigned tickets. * Act as the user's advocate for trouble tickets through closure. * Communicate ticket status and resolution information to customers as appropriate. TECHNICAL SKILLS REQUIRED: Avaya Definity /S8700- Basic Intuity Audix -Basic Modular Messaging- Basic Call Management System (CMS)- Basic NON-TECHNICAL SKILLS REQUIRED: Customer service skills Problem solving and decision making abilities Multi-tasking and teamwork Good oral and written communication abilities Tom Irtis Technical Recruiter NETPIXEL Direct Phone: 212-400-4928 Toll Free: 877-957-4935 ext 126 Fax: 212-279-1556 E-mail: t...@netpixel.com<blocked::mailto:t...@glblresources.com> Linkedin: http://www.linkedin.com/in/tomirtis<blocked::http://www.linkedin.com/in/tomirtis><blocked::http://www.linkedin.com/in/tahirirtis> Web: www.netpixel.com<blocked::http://www.glblresources.com/> Available Jobs Link: http://Netpixel1.catsone.com/careers?portal=<http://netpixel1.catsone.com/careers?portal=> -- You received this message because you are subscribed to the Google Groups "AJAX_Tools" group. To post to this group, send email to ajax_tools@googlegroups.com. To unsubscribe from this group, send email to ajax_tools+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/ajax_tools?hl=en.
