Telecom Customer Support (Entry/Mid Level) w/ $750 on board BONUS

Full Service Network

Telecom Customer Support

(Entry/Mid Level)

We are interested in qualified candidates with entry to mid-level skillsets to join our customer support team!

Full Service Network is a privately held telecommunications services carrier founded on the principals of providing outstanding service while embracing competitive rates for its customers. For three decades it has been a market leader for business and residential customers across Pennsylvania. Our team of Telecom Customer Support professionals directly supportsourcustomer partnerships on the phone and through email.We embrace innovation and a high growth environment and are an employer of choice in the Pittsburgh market.

Our Telecom Customer Support positionsanswer incoming calls and emails from business customers, supporting a full range of telecommunications services and topics in a prompt and professional manner. As a part of the team, there is an individual contribution expectation and overall collaboration.Our team members also assist with the set-up and provisioning of new accounts in various internal company systems before installation.

Career progression for the position advances with knowledge and experience. The role is expectedto perform successfully as an individual contributor and work as the “go between” for our business telecom customers and internal systems.

Full Service Network offers a comprehensive benefit package inclusive of health, dental, vision, PTO, STD/LTD, life insurance and holidays. Salary is commensurate with experience anticipating a competitive overall compensation package.Full Service Network also has an extremely robust 401k plan and employer match.

Full Service Network has been singled out by Pittsburgh Post Gazette’s Pittsburgh Top Workplaces award as well as bestowed Pittsburgh Business Time’s Best Places to Work in Pittsburgh.

Core Telecom Customer Support Responsibilities

• Fundamentals include a focus on the friendly answering of customers’ calls and responding to customer inquiries via email, managing the customer’s overall experience.
• Facilitate the completion of customer requests in a timely manner, Complete prompt call backs, follow up calls to ensure the customer is satisfied and other important communications.
• Provide clear, concise and accurate written and verbal communications to customers.
• Identify, screen and document customer problems. Initiate trouble tickets within the scope of expertise to solve customer issues.
• Implement the set-up of accounts to prepare for installation by contacting new customers, gathering all phone system details necessary and ensuring a smooth transition of services between carriers.
• Utilize notes and logs from prior customer interactions to proactively identify persistent issues and escalate when appropriate.
• Maintain a working knowledge of our Telecom operation and provide technical support to users. Work with various departments to complete customer requests or resolve trouble.
• Operate as an effective team member;Collaborate with other team members toassist customers, identify bugs and suggest feature enhancements.
• Display a professional demeanor at all times, both with customers and co-workers.
• Adapt to changing priorities, learn to adopt new technology and continue implementing process improvement methods.
• Explain how to use business phone features and applications.
• Communicate with our customer’s third-party vendors as needed.

Core Education, Experience, Abilities & Skills

• Bachelor of Arts / Bachelor of Science earned through any accredited college or university. [Multiple years of Telecom Customer Supportwill be considered an equivalent]
• Exposure to telecommunications in general. This may include prior telecom work experience or you may simply be a fan and heavy user of wireless, IM, or other communications methods, etc.
• Proficient in the use of PC desktop computersincluding the expertise with commonly available software such as Word and Excel.
• Ability to focus on the user experience and decipher, communicate, timeline and create solutions.
• Ability to adapt changing priorities and learn new technology.
• Ability to maintain professional and technical knowledge by attending our workshops; reviewing distributed materials and sharing technology advances.
• Ability to research customer accounts, synthesize and articulate information.
• Possess exceptional written and verbal skills supporting the ability to decipher, assemble, present and act as a communicator of technical information.
• Execute in a detail-oriented manner, accurately and with articulation in respective areas of responsibility.
• Ability to work in the office between the weekday hours of approximately 7:00 a.m. to 6:00 p.m., with the position requiring some flexibility to support the responsibilities of the position and for emergencies, unexpected outages, and planned on-call out-of-hours support duties.
• Comfortable with wearing a headset and general expertise with operating a desktop computer.

Mid-Level Candidates[In addition to core Telecom Customer Support Responsibilities.]

• Four (4) years of Telecom Customer Support experience.
• Ability to assist in other customer project related tasks and provide subject matter expertise.
• Participate in new product design brainstorming based on user requirements and expected behavior.
• Maintains responsibility and ownership of projectsfrom inception to completion.
• Handle higher-level trouble tickets to solve network related issues.
• Ability to work with little to no supervision.

Level

Entry to Mid-Level

Starting Salary $24. to $26. per hour depending on experience

Hired candidates eligible for Five Hundred Dollar new-hire bonus paid out in stages: $150. after first two weeks of successful employment, $150 after first month, and final $450. after ninety days.

Employment

Full Time

Industry

Information Technology & Services, Internet, Telecommunications

Job Function

Customer Support

Applications are reviewed and acted on by FSN Services Corporation. All employees are employees of FSN Services Corporation. FSN Services Corporation is committed to equal employment opportunity and providing reasonable accommodations to applicants with disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.

Job Type: Full-time

Pay: $24.00 – $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay
• Commission pay
• Signing bonus

Ability to commute/relocate:

• Pittsburgh, PA 15219: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Required)

Work Location: In person