Tier 2 Community Support Representative

**Job Summary:** Our Tier 2 Customer Support Representative will interact with the company’s customers by addressing inquiries and resolving issues of technical matters. This position will consist of providing excellent phone\-based customer service assisting with issues on technical service, billing, troubleshooting, account platforms, and installations. The role will be responsible for various aspects of the technical components of the network. **Duties/Responsibilities:** * Interacts with customers to provide technical support and information on products or services. * Network management: Responsible for monitoring the systems. * Network documentation: Responsible for configuration backups, Visio diagrams and outage information. * Takes escalated inbound support calls and emails from customers regarding issues with their internet services and accounts. * Fields customer questions and concerns; when the issue is beyond the representative’s knowledge, escalates to the assigned specialist or other appropriate staff. * Dispatches and assigns repair requests to technicians. Coordinates and ensures follow up with customers. * This role is a liaison to other internal departments. * Ensures that appropriate actions are taken to resolve customers’ needs. * Performs other related duties as assigned. **Required Skills/Abilities:** * Demonstrated excellent customer service experience. * Excellent communication skills including active listening. * Service\-oriented and able to resolve customer grievances. * Proficient computer skills with the ability to learn new software. * Ability to work well in a fast\-paced environment. * Experience in telecommunications preferred. **Education and Experience:** * High school diploma or equivalent. * Minimum of 2\+ years customer service experience. **Physical Requirements:*** Prolonged periods sitting at a desk and working on a computer. * Ability to conduct network installations and site repair visits. * Must be able to lift a minimum of 15 pounds at times.