Technical Support Representative

B2B Technical Service Agent

Job Summary: B2B Agent will be responsible for assisting our business customers with technical issues related to our products or services. Expertise in troubleshooting, problem-solving, and clear communication will be essential in delivering exceptional technical support and ensuring customer satisfaction and issue resolution. Additionally, B2B Agent will drive service-to-sales outcomes by presenting new solutions as applicable.

Key Responsibilities

• Technical Support: Support business customer technical inquiries which may be causing significant business disruption resulting in loss of revenue. Provide technical assistance to customers through various channels, including phone, email, and chat; to diagnose and resolve technical issues efficiently and effectively.
• Issue Analysis: Gather detailed information from customers and approach issue resolution with tenacity and a level of urgency with the goal to ensure the business is fully operational at the conclusion of the call taking an owner's mindset to drive to resolution.
• Troubleshooting: Guide customers through step-by-step troubleshooting processes to identify and resolve technical issues. Offer clear and concise instructions, adapting your communication style to the customer's technical proficiency.
• One Call Resolution: Utilize remote access tools to diagnose and resolve complex technical issues on customers' systems, ensuring minimal disruption to their workflow.
• Enhance Customer Experience: Identify and recommend additional products and services that will enhance the overall customer experience, including speed tier upgrades, Optimum Mobile, Fiber and other identified Optimum solutions in support of our Service to Sales initiatives.
• Continued Education: Ability to learn via provided training (digital & instructor led) and peer to peer engagement to ensure knowledge progression from lower complex customer needs to higher complex customer needs as well as continually developing soft skills to promote greater empathy and customer satisfaction.
• Product Knowledge: Embrace all provided training opportunities and self-study to deepen your knowledge and promote better customer outcomes.
• Documentation: Document customer interactions, issues, and solutions accurately and comprehensively in the company's ticketing system. Create and maintain a knowledge base of common technical problems and solutions.
• Escalation: Adhere to the specified issue escalation process to get the most immediate resolution for the customer.
• Customer Education: Educate customers on best practices, software updates, and preventive measures to avoid future technical issues and to avoid repeat calls.
• Quality Assurance: Be familiar with all the Quality Assurance specifications of the role and maintain a high adherence level.

Qualifications

• High School diploma or equivalent; some college preferred. IT certifications (e.g., CompTIA A+, Microsoft Certified Professional, etc.) or being an IT hobbyist are a plus.
• Experience: 3 Years experience from contact center background (Preferably telecom domain and/or technology Technical Support Experience) and at least 2 years' experience working with Business customers
• Above average technical aptitude with proven experience in technical support, help desk, or a related role.
• Strong interest in troubleshooting hardware, software, and networking issues.
• Excellent problem-solving and analytical skills.
• Effective in positioning new products and solutions and meeting reasonable Service-to-Sales goals.
• Familiarity with remote desktop tools and software.
• Outstanding communication skills, both written and verbal.
• Ability to explain technical concepts to non-technical users effectively.
• Demonstrate empathy and active listening skills
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Flexibility to work in shifts, including evenings, weekends, and holidays.
• Excellent English communication skills and understanding of US geography and culture. (C1 level language proficiency)