Technician Tier 1 Job in Eatontown 07724, New Jersey Us
Dynamic opportunity available for someone looking for a career and not just another job. We are currently conducting a search for one of our best clients. A growing company in Monmouth, NJ who is searching for a Tier 1 Technician for a contract to hire position. The employee will answer phone calls, emails, customer ticketing systems and monitoring systems for case creation, work with customer to provide solutions for troubles, how-to questions, moves, adds or changes to PBX, voicemail systems and associated adjuncts, as well as follow up with customers to ensure satisfactory completion or work. They want someone who strives for first call resolution.
Key Responsibilities include:
- Read and comprehend customer handling instructions in the ticketing system.
- Log into a split and/or queue to answer designated calls into the Managed Service and Support Center.
- Monitor email Inbox for managed service contract, response within SLA per contract.
- Create Alert cases to track all work for customers received.
- Perform moves, adds or changes for customers as requested.
- Follow up with customer contacts to ensure satisfactory completion of work.
Requirements:
- This is a plus Avaya Certification ACA, or Nortel Equivalent. Will also accept CompTIA, A+, Microsoft or Cisco Certifications.
- 1 year experience working in external customer facing environment for support.
- Must possess strong computer skills and excellent working knowledge of general business applications, including MS Word and Excel.
- Must possess excellent oral and written communication skills in English
- Highly skilled in writing with details, accuracy and consistency
- Strong analytical, interpersonal, and relationship building skills
- Must be familiar with both voice and data equipment and technologies
- Strong work ethic and personal drive to excel
- Strong sense of urgency and commitment to get the job done
- Superior negotiation, coordination, and conflict resolution skills
- Ability to use (and learn new) complex systems, technologies, and applications
- Ability to adapt to change quickly and multi-task
Desired skills:
- Bachelor's degree in computer information systems, Accounting, or Business
- Second Language oral and written fluency
- Understanding of quality processes including ITIL
To be immediately considered for this role please email your Word formatted resume and salary requirements to kevin.harmon@modis.com