Business Center Analyst:

Location: Columbia, MO

Hours: Full-Time

Requirements: Qualified candidates must be a high school graduate or possess a General Education Degree (GED). Four years related college, trade school, or two years job-related experience in customer or technical service field preferred. ATSA/IN required; ATSA-UCAS, -UCSS, -IPBG, -UTM and Broadworks training preferred. Candidates must possess excellent customer service skills, a positive & professional attitude, as well as a desire to succeed. Must have a strong technical aptitude, ability to multitask, work with little supervision and as a team.

Position Responsibilities:

  • Answering technical queries from current business customer about how to utilize Socket products and services via phone, fax, email or other means.
  • Fully documenting customer interactions in the ticket tracking system.
  • Troubleshooting and problem solving technical issues affecting Socket’s business customers.
  • Providing timely and consistent follow up to Socket’s business customers.
  • Contributing to the collective resources and knowledge of the Business Center department.
  • Opening ILEC trouble tickets for ADSL and xDSL capable loops, including follow-ups with the ILEC and customer, until the issues are resolved.
  • Making outbound calls notifying business customers of upcoming maintenance and network outages.
  • Escalating all dissatisfied customers and special issues when needed. Completing all documentation of the contact before escalating any customer.
  • Performing other duties as assigned.
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