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Customer Service Representative – VoIP

Internet Infinity

This is a Contract position in Laval, QC posted January 3, 2022.

GENERAL DESCRIPTION

The customer service specialist will also be responsible for the management of our internal ticketing system (email). Tickets will need to be actioned on promptly and the customers will be replied to in a timely fashion. The customer service will either handle the request themselves or forward it to the proper department for resolution. The customer service specialist will also be responding to new requests received from our customers by chat or telephone; as well as requests from other departments in the company. This customer service specialist will be 1st contact for all new customers and sales inquiries.

TASKS AND RESPONSIBILITIES

  • First point of contact to assist our new customers with questions about rate plans and equipment needs.
  • Assist existing clients with questions and technical issues.
  • Perform basic configuration of SIP services client would like to add.
  • Performs independent internal search to solve problems and respond in a timely manner.
  • Support clients using our portal. Being able to guide them to perform different tasks. IE: adding a payment source, adding virtual fax or voicemail.
  • Answer all billing related questions.
  • Answer all porting inquiries and guiding client in procedures for porting.
  • Executing port requests with our service providers, including follow-ups for port dates.
  • Open tickets for clients and escalating to proper department.
  • Applying payments to client accounts.
  • Following up with clients with late payments.

Other requirements : 

  • Interest in inside sales support (a must)
  • highly motivated
  • Quick to analyze and execute
  • Knowledge of Voice over IP  (an asset).
  • Knowledge of HTML (an asset).
  • Knowledge of the following systems: Cicso, Linksys, Yealink, Grandstream, Mikrotik (an asset).
  • Knowledge of the following platforms: PBX, Asterisk, Freeswitch, 3CX (an asset).