You must be able to work in Mid Town NY two blocks from Penn Station and Cranbury NJ. If you are interested email michael.wishnick@yahoo.com. I have shifts available for 9am - 5:30, 11am - 7:30pm, 3:30 - 12pm, and 7pm - 3:30am.
Tier 1-Product Support Specialist
As a Product Support Specialist you will be responsible for providing first line, Tier 1 customer support to the customer base for online products and services. You will be responsible for handling incoming service requests (telephone, email etc.) and setting up customers with products and services, all in a fast-paced, changing 24/7 support environment. You will also assist our clients in maximizing their use of our products and services. You will work with sales, operations, editorial, product management, product services, development, and other departments to help improve external customer support. Candidate needs to be able to work in both New York, NY and Cranbury, NJ.
RESPONSIBILITIES:
· Handle inbound telephone and email customer requests. Gather supporting information and reviews carefully. Evaluates and assesses situation as understood. Relay back to customer toensure focus is on solving correct problem. Obtains sufficient information to determine the possible cause of the issue. Work independently to determine the best and most efficientsolution to resolve the customer’s operational issue(s), including procedural changes as necessary.
· Handle customers who may exhibit a range of emotions such as frustration,anger, and irritation. Stays calm despite customer emotions.
· Track activities through support tools including a ticket logging system and customer relationship management system.
· Provide pre/post sales support, along with ongoing technical and product support.
· Process service requests for new installations of web /internet and satellite services.
· Work with sales and international/domestic bureaus to ensure seamless product releases, installations and service upgrades.
· Work on special projects as assigned.
· Be available for work on a rotating shift (24/7) and “on call” basis (evenings and weekends) as required.
JOB QUALIFICATIONS:
· College degree, technical degree or acceptable experience required.
· 1+ years customer support experience (telephone, email, online chat etc.) required.
· Previous technical product support experience required.
· Must possess a service-oriented attitude, and be able to communicate and coordinate well with team members and customers.
· Demonstrated ability to work in a team environment. Communicate effectively with others and express ideas.
· Must be a self-starter with the ability to multi-task, manage workload, take accountability and deliver results to meet competing priorities in a fast-paced environment.
· Ability to prioritize and work in a high pressured environment.
· Strong written and communication skills required.
· Working knowledge of HTML, XML, C+, Perl, Java Script, DHTML, CSS and Flash a plus.
· Experience with Windows, Unix, Linux and and MAC OS’s preferred. Knowledge of basic file handling command line syntax on UNIX-LINUX-FreeBSD or VMS is a plus.
· Experience with Microsoft LDAP directory services - Active Directory a plus
· Understanding of network protocols TCP/IP, HTTP, FTP, SMTP and NNTP. Must be able to trouble shoot problems related to these protocols.
· Knowledge of streaming video technology and ability to troubleshoot video players (e.g. Windows Media Player, Real Player and Quicktime).
