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Customer Support Technician 51137 in Draper, UT at Fast Switch

Date Posted: 4/4/2019

Job Snapshot

Job Description

Job ID: 51137

Customer Support Technician

We are looking for a Voice Initiated Calls Customer Support Technician.  We serve a key role in providing the essential infrastructure for organizations to build their digital future, transform IT and protect their most important asset, information.  But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself. 

RESPONSIBILITIES 

  • Create, research and update service requests. 
  • Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc. 
  • Implement escalation procedures as required. 
  • Inspect and influence global process alignment for incident management. 
  • Interface with Global support teams and Field personnel. 
  • Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service. 
  • Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams. 
  • Route service requests to appropriate product support teams.

OVERVIEW: 

  • Provides front end non-technical support for the company’s Internal and External Customers. 
  • Very fast paced environment. 
  • Follows call handling procedures to ensure excellence in customer service. 
  • Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period. 
  • Provides service in English. 
  • Verbal and written communications skills required for any and all languages. 
  • Previous Call Center experience highly preferred
  • A lot of data entry, fast pace, ever changing environment for process so the ideal candidate needs to be adaptive. 
  • The key need is administrative skills and the soft skills (customer service personality). 

PRINCIPAL DUTIES AND RESPONSIBILITIES: 

  • Create, research and update service requests. 
  • Route service requests to appropriate product support teams. 
  • Interface with Global support teams and Field personnel. 
  • Inspect and influence global process alignment for incident management. 
  • Implement escalation procedures as required. 
  • Ability to work in a dynamic and changing environment. 
  • Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc. 
  • Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service. 
  • Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams. 
  • Performs other duties as required.

SKILLS: 

  • Customer Service skills. 
  • Customer phone skills. 
  • Communication skills (verbal and written). 
  • Interpersonal skills. 
  • Organizational skills. 
  • Ability to work in a group/team environment. 
  • Able to adapt to change. 
  • Strong computer skills. 
  • English Language plus additional language required. 
  • Social Media skills. 

WORK SCHEDULE REQUIREMENTS: 

  • May be required to work overtime. 
  • May be required to work Alternative Work Schedule. 
  • May be required to change shift as business dictates. 
  • Schedules can shift, but not without notice and they typically stay in the shifts for at least a quarter. 

EDUCATION REQUIRED: 

  • Second/Third Level education or certification. 

EXPERIENCE REQUIRED: 

  • 1-2 years relevant experience, or equivalent.

LANGUAGE: 

  • Tri-Lingual Required (English, Portuguese, and Spanish). 

SHIFT: 

  • Sun-Th 4:00pm-12:30am 

At Fast Switch, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories.  Isn’t that cool? Also, Doing the right thing is our mantra.  We act responsibly, give back to the communities we serve, and have a little fun along the way.

We at Fast Switch have been doing this for 22 years. We’re doing business in almost half the states in the union with offices in Detroit, MI, Columbus, OH, New York, Hartford, CT, Massachusetts, Minneapolis, MN, Los Angeles, CA, San Francisco, CA, and Tucson, AZ.

We're a financially strong, privately-held company that is 100% consultant and client focused.

We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things, and we do them for Fortune 10 companies, Inc. 500 companies, and technology start-ups. We also have a strong belief in giving back to the communities we serve.

Our benefits are second to none and thanks to our flexible benefits options you can choose just the benefits that you need or want, options include:

• Medical and Dental (Fast Switch pays majority of the medical program)

• Vision

• Personal Time Off (PTO) Program

• Long Term Disability (100% paid)

• Life Insurance (100% paid)

• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

Plus, we have a lucrative employee referral program and an employee recognition culture.

In 2013, 2014, 2015, 2016, 2017 and 2018, Fast Switch was named one of the Top Work Places in Michigan by the Detroit Free Press and one of the Best Staffing Firms in 2016 and 2017. We have won the Columbus Business First “Fast 50” award 9 times in 12 years because of our strong growth which translates into more and better opportunities for our consulting staff members.

Ranked '#1' supplier by over 50% of our customers nationally.

Ranked 'Top 3' supplier by over 75% of our customers nationally.

 To view all of our open positions, please go to: www.fastswitch.com and at the bottom of the page click Job Portal, or get there directly at: https://www.jobs.net/jobs/fastswitch/en-us/all-jobs/

You can also follow us on Twitter at: www.twitter.com/fastswitch

And you can become a fan of Fast Switch on Facebook at: http://tinyurl.com/y9y3gdp