ITS Specialist (Issue Tracking Specialist) is a liaison between customer support and the rest of the company, reporting and tracking both customer facing and internal issues, communicating and working with other departments to track down the root cause of an issue and implement resolution. ITS is also a knowledge base for the Customer Support department, working directly with the customer support agents to help troubleshoot day to day and escalated technical issues.The ITS Specialist reports to the Customer Service Manager and is a key member of both the Voice and Fax Teams escalation process.
Troubleshoot all escalated issues reported by customer service agents within the first hour.
Create service requests for eFax, eFax Corporate, Onebox, eVoice, and Developer.
Manage all open tickets (ask for updates and verify resolved tickets).
Notify corporate customers about severe outages or issues.
Evaluate credit/refund requests and issue a credit/refund when applicable.
Communicate with other departments on a daily basis to resolve all open tickets in a timely manner.
Conduct training for customer service employees.
Assist in creating/updating customer service training manuals.
Any other tasks given to ITS member by a manager.
Job Requirements and Experience:
Superior technical and problem solving skills for ALL products .
Minimum 3 -5 years experience in Technical Support / Inbound Call Center (previous .com experience preferred)
Excellent communication skills (oral and written)
Superior technical and problem solving skills
PC proficiency; Knowledge of MS Word, Excel and Outlook
Experience resolving basic user related technical problems with directions given over the telephone
Ability to work both independently and as part of a team is a must
Macintosh experience a plus (but not required)
HTML experience a plus but not required
Ability to resolve all escalations from agents or customers
Create, Manage and resolve tickets
Ability to partner with the NOC in support to problem resolutions
Ability to multitask and thorough knowledge of WCSA.
This is a remote/office-based position which may be performed anywhere in the United States except within Colorado.
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