Speakeasy Technical Support Representative
From GSLUG
Please apply online at http://www.speakeasy.net/careers/
Company Summary:
Speakeasy, one of the nation’s leading broadband voice (VoIP), data and IT service providers, simplifies small business communications with cost-effective service packages and unparalleled support. Speakeasy joined the Best Buy family in 2007 and now works with Best Buy for Business to champion technology for small businesses throughout the U.S. Speakeasy manages its own private fiber-optic national network, ensuring fast connections, low latency, and an unparalleled degree of security protection from the public internet. Speakeasy’s full range of business-class products – from OneLink and VoIP to business bandwidth solutions - offers features and benefits with unrivaled customer service. Speakeasy’s broadband services are available in most metropolitan areas within the 48 contiguous United States.
Position Summary:
The primary focus of the Technical Support Representative position is to provide industry-leading, world-class customer service to Speakeasy’s business customers. Successful candidates will accomplish this goal by taking on and owning all issues that may arise, from billing to router configuration and LAN support.
Your responsibilities will include but are not limited to:
• Answering initial and follow-up phone calls from customers who have service and technical support issues.
• Responding to service tickets opened by customers and other Speakeasy employees.
• Providing timely and thorough resolution of all issues raised by Speakeasy business customers, as well as documenting all actions.
• Owning all issues through to resolution, delegating if necessary or when beyond your skill level.
• Customer billing and invoicing support.
• Supporting and troubleshooting broadband connectivity, including ADSL, SDSL, IDSL and T1 service.
• Supporting and troubleshooting domains and DNS issues.
• Phone call and ticket queue awareness and ownership
• Maintaining consistent quality and performance metrics as set out by management.
To be considered for this position applicants MUST have the following knowledge:
• DSL Technology
• TCP/IP
• Domain Hosting
• LAN Concepts
• VoIP
This position requires the following skills and experience:
• Previous call center experience.
• Ability to effectively deal with the expectations of a very high-volume call center.
• Ability to handle and prioritize multiple contacts and tasks.
• Familiarity with all of Speakeasy’s services, products, and offerings.
• Excellent written and verbal communications skills, and an ability to maintain strict professionalism in all client communication.
• Familiarity with Speakeasy processes and systems, and with our vendors’ processes and systems.
• Familiarity with Speakeasy’s Support, Activations, and Sales Departments, and how they relate to each other.
• Ability to keep a regular and consistent work schedule, be available to work variable shifts.
Speakeasy offers a full suite of benefits, including full medical, dental, and vision coverage (100% paid for employees); a 401(K) plan with a company matching contribution; a transportation benefit; and many other excellent perks. We're looking for talented and highly skilled individuals to join our dynamic and fast-paced culture and contribute to Speakeasy’s continued success.
