Title:
Technical Support Specialist
Department:
Care
FLSA Status:
Hourly
Position Summary:
Highly motivated and customer-oriented; this position serves our customer base by providing technical
support to our customers on a first level response platform.
The Technical Support Specialist will interact with customers, vendors, Professional Services,
Engineering and the Sales Team members on a daily basis. This position will work diligently to ensure
the customer experience is positive and the services are functioning properly.
Essential Responsibilities:
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Responsibilities include taking ownership on all customer communications including an average
of 80% availability through InContact, response to customer emails within 15 minutes, response
to customer alarms within 15 minutes, and ownership on Service Tickets.
Expectations include responding to New Service Tickets within 30 minutes of receipt along with
continuous follow-up on Service Tickets on a daily basis.
Responsible for handling sales requests within 3 to 5 business days
Setting up Account Management Team or associated Sales Team members in TelNet systems to
better serve their accounts
Welcome Calls
First Invoice Calls
Working independently and with Management to continuously improve and or create process and
procedures focusing on automation
Responsibilities include a rotating Saturday shift
Responsibilities also include on-call rotation with Technical Support Team and Engineering.
Competencies:
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Computer literate
Proven track record of creating and maintaining partner relationships in telecommunications and
related industries
Excellent interpersonal and communication skills (oral & written)
Judgment, logic, resourcefulness and creativity
Highly developed problem solving and analytical skills
Ability to manage a diverse workload and assign priorities to tasks
Ability to learn semi-technical product knowledge & communicate
3-5 years of experience in the Telecommunications voice & data services and/or related industry
Bachelor’s degree in Business preferred
Work Environment:
Office
1175 West Long Lake Road ■ Troy, MI 48098 ■ Phone: 248.485.1000 ■ Fax: 248.485.1050 ■ www.telnetww.com
Physical Demands:
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Sitting for extended periods of time
Exceptional written and verbal communication
Visualization necessary to participate in business functions
Speech – Communication using the spoken language
ADA: The employer will make reasonable accommodations in compliance with the Americans with
Disabilities Act of 1990.
*This job description in no way states or implies that these are the only duties to be performed by the
employee incumbent in this position. Employee will be required to follow any other job-related instructions
and to perform job-related duties requested by any person authorized to give instruction or assignments.
1175 West Long Lake Road ■ Troy, MI 48098 ■ Phone: 248.485.1000 ■ Fax: 248.485.1050 ■ www.telnetww.com