Cerium Networks Inc Hiring for Technical Customer Support Representative Job at Spokane, WA Full Time

Do you love technology? Do you like to solve problems for customers? Are you dedicated to delivering superior customer service? Are you searching for a company where you can continue to learn, develop and progress in your career?

Cerium Networks is looking for energetic, innovative, hardworking and passionate people to help us support and provide excellent service to our customers. We offer training to provide you with all the tools you need to be successful in your position and to progress in your career with Cerium. We offer a comprehensive benefits package and promotional opportunities!

Duties & Responsibilities

• Answer incoming calls and emails from customers. Respond to customer questions and requests.
• Evaluate incoming requests. Gather information to determine source of problem and customer needs. Determine and document issue and route the request to the appropriate engineering resource.
• Open and manage support cases in ticketing system.
• Coordinate with internal resources and vendors to locate and ship replacement parts.
• Establish and communicate expectations to customers.
• Monitor requests and responses to ensure that Service Level Agreements (SLA) are met.
• Provide superior customer service throughout the lifecycle of each case.
• Manage maintenance data to ensure information is current and accurate in CRM.
• Monitor incoming alarms. Examine alarms to determine behavioral patterns. Review and assign alarms based on criticality of issue.
• Manage parts needed for support. Check internal stock and coordinate shipping as needed.
• Resolve Tier one incidents as documented.

Requirements:

• High school diploma or equivalent. Associates degree or higher preferred.
• Two or more years of managing technical support cases and customer service experience required.
• 2+ years’ experience in helpdesk atmosphere is desired.
• Comp TIA A+ or equivalent required.
• Experience in telecommunications industry a plus.
• Experience with Server administration is a plus
• Working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
• Knowledge of Microsoft CRM is beneficial.
• Ability to work in fast-paced environment.
• Excellent verbal and written communication skills.
• Strong problem-solving skills.
• Ability to work independently.

Compensation

• Pay Range: $17.00 to $20.50 per hour
• The compensation range represents the low and high end of the base compensation range for this position located in Spokane, Washington
• Actual compensation will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance

Benefits

• Medical Insurance with a PPO and HDHP plan option
• Dental and Vision Insurance
• Medical, Dental and Vision coverage go into effect the first of the month following start date
• 401(k) eligible on the 1st day of employment
• Eligible for 401(k) employer match after 12-months of service. Match is 100% on first 3% and 50% on next 2%. (100% vested)
• Voluntary benefit options include group term life, AD&D, short term disability, long term disability
• Paid time off annually: 15 days of PTO, 9 paid holidays, 3 days bereavement, and jury duty
• Wellness program that includes up to $500 in cash awards and HSA employer contributions
• Employee Assistance Program