Lead Technical Support Case Agent

Cerium Networks - Spokane, WA (30+ days ago)3.2


Overview
Do you love technology? Do you like to solve problems for customers? Are you dedicated to delivering superior customer service? Are you searching for a company where you can continue to learn, develop and progress in your career?

Cerium Networks is looking for energetic, innovative, hardworking and motivated individual to help us support and provide excellent service to our customers.

Responsibilities
Answer incoming calls and emails, respond to customer questions and requests.
Assess request. Ask effective questions and gather information to determine source of problem and customer needs.
Determine and document the issue 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.
Provide superior customer service throughout the life-cycle of each case.
Manage maintenance data to ensure information is current and accurate in CRM.
Review and help create accurate process documentation.
Mentor and train junior agents in areas of ticket creation, customer management, and process improvement.
Monitor incoming alarms. Examine to determine behavioral patterns. Review and assign alarms based on criticality of issue.
Manage parts needed for support. Check internal stock and coordinate shipped as needed.
Facilitates Tier III on-call support; duties include investigating and troubleshooting issues with junior level staff to remediate issues during and after business hours.
Assists in training and developing junior level staff to help increase their knowledge and continue their growth path at Cerium Networks.
Interprets and/or discusses information with others, which involves terminology or concepts not familiar to many people; regularly provide advice and recommend actions.
Qualifications
High school diploma or equivalent. Associate’s degree or higher preferred.
Two or more years of experience providing technical support in a high call volume helpdesk environment.
Experience working in a Lead capacity strongly desired.
Two or more years of managing technical support cases and customer service experience.
Experience working in a ticketing system, Microsoft CRM is preferred.
Experience in telecommunications industry a plus.
Working knowledge of Microsoft Word, Excel, Outlook and PowerPoint is required.
Ability to work in fast-paced environment.
Excellent verbal and written communication skills.
Strong problem-solving skills.
Ability to work independently.