Coordinator, Customer Experience bei Interface Systems
Interface Systems · St. Louis, Vereinigte Staaten Von Amerika · Hybrid
- Junior
- Optionales Büro in St. Louis
Overview
The Customer Success Coordinator will partner directly with our customers, branch personnel and the National Account team to provide a broad range of customer support and initiate necessary account modifications. This support is essential and required to maintain our goals of providing exceptional customer service, retention and to assist the team in maintaining revenue expectations.
This role is 9:00-6:00pm CST, Monday through Friday.
Ideal candidate will sit close to St. Louis or Dallas/Fort Worth area.
Responsibilities
Lead practical, highly effective business, and technical communication cycles; both verbal and written.
Effectively engage with a diverse internal and external audience. The client audience includes technical personnel, management, operations, support, and field resources. Internal teams include Field Operations, Logistics, Delivery, Account Management, Network, client service, and various vendors.
Execute and/or guide logical network fault isolation processes; for example, a working understanding of Layer 1-3 networking fundamentals, demonstrated technical abilities supporting IP-based networks, voice services, associated network equipment, and variable network access types.
Build and maintain enterprise-level client relationships to instill confidence in our product and life cycle management.
Actively manage escalation cycles, conference calls, intensive client communication, and interpret/understand detailed client/network requirements.
Effectively operate within a fast-paced environment and proficiently negotiate demanding client requirements.
Recognize, identify, and prioritize support incidents based upon client business requirements, organizational policies, and operational impact.
Categorize issues for escalation and assign them to appropriate technical teams where required.
Analyze open cases and/or chronic locations by proficiently applying a logical process of elimination for troubleshooting network services, top-down. This includes network equipment, carrier circuitry, client wiring, client hardware, and software applications.
Maintain contractual Service Level Agreements and conduct a root cause analysis around outliers to assist in instilling preventative measures with management.
Secondary point of contact for client call and chat queue coverage as needed.
Demonstrate technical proficiency with DSL/T1 circuits, Wireless technologies, CPEs, LAN/WAN, MPLS, and IP networking configuration, troubleshooting, and fault isolation procedures.
Work schedule flexibility, weekend and off-hours support as required.
Qualifications
High School Diploma; degree in a technical field or equivalent experience preferred.
Previous Enterprise, IT, or Managed Service Provider Experience.
Working knowledge of the OSI Model Layer 1 through Layer 3.
Hands-on experience working with one or more of the following:
Data networking, including TCP/IP, UDP/IP, ICMP, DNS, VPN, routing, bridging, and switching.
Telecommunications technologies, including T1, DSL, and Metro Ethernet.
Networking devices, including routers, switches, firewalls, PBX, and ATAs.
Experience supporting voice services at some level.
Experience working remotely with technicians in the field.
Excellent verbal, written, and analytical skills.
Certifications related to IT/Network technologies are a plus.
Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.
If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability, please contact us at [email protected]. Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.
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