Technical Service Specialist 2 (Telephony Helpdesk)

Details: Voice (Telephony) Advocate: The primary responsibilities of this role includes, but are not limited to, supporting the enterprise telephony (including telephones, analog and digital, fax, modem, POTS lines, BCM, Centrex and Key Systems, ISDN, T1 s and call routing software) on Time-division multiplex and voice-over-IP platforms; supporting voicemail systems, toll free services, and audio conference lines.Following established guidelines, responds to telephone inquiries concerning supported,systems status and network connectivity, and a variety of moderately complex applications and hardware and software problems. Documents and resolves failures regarding enterprise Voice applications and hardware and software. Performs detailed router and switch troubleshooting. Records inquiries, repairs and services requests, resolves failures or directs them to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction. Facilitates repairs of hardware and software consistent with established service levels. Escalates to or consults with senior staff when solution is unclear. Reports problems with procedures and suggests improvements. Periodically, the candidate will be on-call to support corporate outages and business continuity processes.Schedules will vary based on staffing needs. Candidates must be willing to work any schedule between the hours of 9am - 9pm ET.

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Customer Service / Technical Support II

Details: Customer Service RepresentativeGet on board with a company that's really going places, truly values employees, and helps people in the process. StarTek is one of the fastest growing business process management companies in the world, and we deliver the most admired standard of care – to customers and you. Rewarding opportunities are available at our state-of-the-art inbound customer call centers throughout the U.S. and Canada. StarTek pays for training and offers full benefits, opportunities for advancement and a great work environment. StarTek also offers opportunites to work from home through StarTek@Home.StarTek offers great benefits for employees: Fully paid training Medical, dental, vision and life insurance plans Paid holidays, paid overtime and paid time off Variety of work schedules Incentive pay programs Comfortable business casual dress and environment Employee referral bonus programs Flexible spending accounts for medical and dependent careEmployer-paid employee assistance program that provides: Health and wellness plans Prenatal care Child Care arrangement referrals and options Referrals for elder and caregiver Referrals for legal and financial Resource helpPOSITION OVERVIEW: This position is responsible for responding to customer inquiries and concerns. Explain company products/services and the ability to recommend various products/services to meet the customer’s needs. Ensures customers receive efficient and courteous service. Work is performed under direct supervision.Job Duties and Expectations :•Answers telephone and provides information/assistance to customers.•Checks mail, fax and email to provide customer assistance.•Operates computer/on-line guidelines for the purpose of responding to customer inquiries..•Communicates with customer on the phone or via written correspondence to resolve concerns.•Resolves customer issues on the first call/contact whenever possible without having to transfer caller.•Follows escalation procedures as needed.•Completes, processes and maintains applicable paperwork and records.•Performs other duties as assigned.

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