This position is responsible for the overall customer experience related to the Access One Hosted PBX Services. The HPBX Support Specialist’s initial responsibilities will be configuration and activation of the HPBX product. This will include detailed understanding of the platform and specific customer call flow. After becoming a subject matter expert in the deployment of the Hosted service, this individual will transition into a technical support role where he/she will interact with the customer to troubleshoot and resolve any service related issues or to process customer initiated changes to the HPBX Service.
PRIMARY DUTIES AND RESPONSIBILITIES:
Conduct extension validation on handsets for new deployments.
Interpret build sheet and call flow data to configure customer PBX business groups.
Work with Access One Field technicians, customer vendors or customer representatives to turn up, test and activate the Hosted PBX solution.
Provide technical support to the other Access One departments related to HPBX customers or order related issues/concerns.
Education: Associates degree from four year university or Bachelor’s degree from technical college
Certifications such as CCNA or CCNP preferred but not required
Experience: 1-3 years required; 3+ years preferred
Knowledge, Skills and Abilities: Customer Service and/or Telecom experience highly desired.
Must be technical in nature and have a strong desire to troubleshoot and solve complex customer issues, sometimes independently.
Ability to effectively address customer expectations and respond promptly to customer needs.
Demonstrate accuracy, thoroughness and attention to detail. Always looking for ways to improve and promote quality.
Ability to manage/resolve difficult or emotional customer/vendor situations.
Proficiency documenting and communicating technical situations with internal and external teams.
Working Conditions: General office environment. Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.