Tier II Support Representative
Liberty Bell Telecom is an independently managed subsidiary of DISH Network, and offers bundled Phone, Internet, and TV services from its offices just west of downtown Denver.
DISH Network is an innovative industry leader distinguished by its pioneering spirit. Ever since our establishment in 1980, we?ve been the ideal workplace for people with adventurous spirit and creativity, smart risk takers and aggressive winners - all those for whom the status quo just isn?t enough. Our Fortune 250 Company continues to define the curve in television entertainment. We are always improving and extending our products and delivering greater value to people, including our workforce of 25,000 plus. Come explore the big picture with us!
Intelligence. Creativity. Innovation. These are the things you?ll find at DISH Network, the pioneer in television entertainment. We offer individualized career paths for dynamic, talented individuals who are ready to be rewarded and recognized. It?s our way of giving back to exceptional people who have kept us at the forefront of our industry.
Our Tier II Support Representatives are responsible for ensuring that our customers receive the highest quality service in our industry. If you are committed to providing that level of service, please determine if your qualifications and experience match those listed below.
· Provide an exceptional customer experience to our customers at all times.
· Manage escalated customer issues received from multiple sources ? Tier I centers, management, and business partners.
· Employ sound judgment and customer service knowledge to resolve complex business issues.
· Utilize personal discretion when dealing with business practices to ensure customer retention.
· Track and perform continuous follow-up with customer and other departments until complete resolution of customer issues is achieved.
· Troubleshoot and resolve complex phone and broadband configurations.
· Provide support to field installers and other departments.
· Provision new, change, and disconnect orders for Phone, DSL, and other service offerings.
· Maintain accurate tracking of customer interactions.
· Participate in on-call rotation.
· Minimum of two years customer service experience.
· Ability to understand complex issues with both linear and creative resolution and though processes.
· Attention to detail.
· Ability to understand technical concepts.
· Understanding of telecom and broadband industry preferred.
· Understanding of basic Microsoft Office programs: Work, Excel, and Outlook.
· Desire to recommend other products and services when appropriate.
