CERIUM NETWORKS Technical Support Case Agent Salary in the United States

Description

Cerium Networks is a recognized innovator and leading provider of a full suite of unified communications and collaboration (UC&C) contact center and customer experience management, network infrastructure and security solutions. Our strength lies in our consultative approach, deep technical experience, local resources and extensive strategic partnerships.

Position provides support on incoming requests from customers. Manages request throughout the lifecycle of the case to ensure superior customer service is achieved.

Summary of Responsibilities

• Answer incoming calls and emails from customers. Respond to customer questions and requests.
• Evaluate incoming requests. Gather information to determine source of problem and customer needs. Determine and document issue, gather required and missing information from the customer and route the request to the appropriate engineering resource.
• Open and manage support cases in ticketing system.
• Coordinate with internal resources and vendors to locate and ship replacement parts.
• Establish and communicate expectations to customers.
• Monitor requests and responses to ensure that Service Level Agreements (SLA) are met.
• Manage maintenance data to ensure information is current and accurate in ticketing system.
• Provide superior customer service throughout the lifecycle of each case.

Requirements

• High School diploma or equivalent. Associates degree or higher is preferred.

• Minimum of two years managing technical support cases and customer service experience.

• Experience in telecommunications industry a plus.

• Knowledge of Microsoft CRM is beneficial.

• Ability to work in fast-paced environment.

• Excellent verbal and written communication skills.

• Strong problem-solving skills.

• Ability to work independently