Customer Service Technician lll

Client Support Los Angeles, California


Description

Position at J2 Cloud Services

The successful candidate will play a key role in the growth of J2 Global. This role is uniquely positioned to create success rather than maintain the status quo. The Customer Service Technician reports to the Customer Service Manager and is a key member of the support team.

This position will be responsible for dealing with the customers and potential customers of J2 Global. 

The agent is directly communicating with the fast growing amount of end-users per phone and e-mail and help them setup, solve any problems they may have and make a sale if they have a need for the service. Enthusiasm and Energetic are critical attributes for the position. Prior experience in a call center or similar position is essential.  

NOTE: The shift for this position will be Sunday-Thursday starting anywhere from 2pm-5pm all the way through 11pm-2am to support AU hours and is changed upon daylight saving time changes. 

Job Duties:

  • Responsible for answering customers’ technical/billing calls and emails efficiently, accurately and in a professional manner using excellent customer service skills.
  • Responsible for contacting customers re customer service issues specifically with a view to retaining customers or checking for potential fraud
  • Assume responsibility for learning, in detail, about company products and using this knowledge to solve customers’ technical problems and seeing these through to completion.
  • Maintain client work schedule and service level requirements.
  • Identifies and records all customer calls and provides troubleshooting aids to assist colleagues in solving problems for the future.
  • Provides comprehensive quality feedback and suggestions on training needs, other improvements and quality shortcomings to their team supervisor.
  • Report accurately on calls/email inbound and outbound, record calls and call details on company systems
  • Other duties as assigned.
  • Other duties as assigned, which could include mentor and support Level 1 agents and New hires while nesting
  • Responding to chat and email as required
  • Fulfill special project request, and support porting or HP as required
  • Maintain reseller relationships and provisioning of new accounts as required
  • Support in taking Tier 1 and Tier 2 agent and customer escalations
  • Support porting and RS as backup when required
  • Minimum 3 year experience in Technical Support / Inbound Call Center (previous .com experience preferred)
  • Excellent communication skills (oral and written)
  • Exceeding expectations with call QA’s
  • Superior technical and problem solving skills
  • PC proficiency; Knowledge of MS Word, Excel and Outlook
  • Experience resolving basic user related technical problems with directions given over the telephone
  • Ability to work both independently and as part of a team is a must
  • Macintosh experience a plus (but not required)
  • HTML experience a plus (but not required)
  • Ability to mentor and support Level 1 agents and New hires nesting after training
  • Cross functional skills in supporting customers via chat and email
  • Must have a secondary skill set supporting added areas of support functions, examples could include special projects, porting, HP support, researching escalation request coming from OTP, reseller relationships, provisioning new accounts etc.
  • Take escalations from Tier 1 and Tier 2 agents and customer escalations (supervisor calls)
  • Full knowledge to cover as back up to Porting or RS duties
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