Technical Service Representative

Company Overview

CrossCom National, LLC is a recognized industry leader in retail voice, POS and data communications network implementation and maintenance. Founded in 1981, CrossCom provides national retailers with voice, POS and data communications systems solutions, including technology staging, asset management, installation, maintenance, cabling, rollout and chain-wide implementation. CrossCom National is the single source partner retailers depend on for in-store communications networking requirements.

Department Overview

CrossCom National maintains in-house expertise with regards to a wide variety of on-site voice and data communications systems. Our vendor neutrality ensures every customer will receive reliable and professional technical support in a timely and effective manner. The Technical Services department is responsible for our customer support center. The center is staffed with knowledgeable and technical professionals 24 hours a day, 7 days a week throughout the year. These individuals are responsible for facilitating calls from customers regarding communications systems support.

Technical Service Representatives (Level I Technicians or TSR's) handle basic troubleshooting and help reduce the number of dispatches of Field Service Reps (FSR's). Calls that cannot be resolved by TSRs or that require more advanced technical knowledge are escalated to our Level II TSRs.

Responsibilities

• Ensure that all service orders are scheduled, completed and closed in a timely manner.
• Perform basic diagnostic testing and troubleshooting.
• Determine appropriate response time and resolution in servicing customer calls (i.e. emergency, next day, 3-5 business days, scheduled appointment, or customer specific requests).
• Manage the work order process to ensure customer service level agreements are met.
• Order necessary customer equipment.
• Track the timely shipping and delivery of parts to the customer site.
• Escalate severe issues, trends or chronic problems to management
• Assist in training and orientation of new employees when necessary
• Accurately analyze situations and take effective action, communicating effectively and diplomatically over the telephone with customers and contractors

Qualifications

• BA/BS degree preferred
• 1 – 3 years relevant work experience, preferably in the Telecommunications field
• 1+ year of practical experience as a Technical Service Representative
• General knowledge of telecommunications business/industry and products required
• Microsoft Office experience assumed; user-level experience with Lotus Notes e-mail a plus

Must possess excellent communication and interpersonal skills, with the ability to interact with and provide support to all business functions within CrossCom and a diverse customer base.

** Day Shift: Wed 7am-5:30pm, Thur-Sat 6am-4:30pm

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa

Job Type: Full-time

Pay: $ $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Work Location: In person