Senior Specialist CSP

Senior Specialist CSP

Job :

Location:

1111 Stewart Avenue,
Bethpage,
NY 11714

Lightpath is one of the largest competitive local exchange carriers in the tri-state area. We own and operate our infrastructure "from the ground up" by deploying over 20,000 route miles connecting 13,500 on-net/LIT buildings. With a strong portfolio of cutting edge solutions for Internet, WAN, Voice, SD-WAN, Security & Cloud services, we enable Enterprise customers of all sizes the ability to react to new challenges while developing best practices for the future.

With Lightpath's continued focus on network excellence and a "customer first" service commitment, we are building a workforce of the best talent that will meet the needs of our customers and reflect the diverse communities we serve.

Job Summary

The Senior Specialist Customer Support Professional (CSP) is responsible for interfacing customers for the purpose of developing, and/or enhancing the relationship between the company and the customer through effective support of the company's network, products, and services.

The CSP's will utilize various skills and techniques to build rapport and connect with the customer to elicit and more fully understand the customer's request and to fashion a response that effectively addresses their needs with the goal of leaving them feeling wonderful about their experience.

Typical interactions will involve addressing customers' issues, requests or inquiries related to Lightpath's billing, products, and services, as well as provide support to identify and resolve issues that are communicated to the Lightpath Support Desk. The CSP will assess each interaction to take immediate action or determine the appropriate support level to warm transfer for issue resolution.

• Actively listen to the customer; demonstrate empathy, capture their story, and confirm by feeding it back to them.
• Provide positive experience by using appropriate word choice, tone, and other soft skills, ask proper probing questions to identify root issues, take ownership of customer concerns, check for questions, and maintain control of the experience.
• Attempt to provide the customers' desired solution on the first contact, but in all cases follow up effectively to ensure ultimate completion.
• Ensure that the story of the customer's experience and interaction is captured and made available for other employees to reference in the future.
• Connect and collaborate effectively with other employees and teams to ensure high quality and timely expedition of customer requests.
• Effectively hand off misdirected customer requests to an appropriate party, ensuring that the customer's story accompanies the handoff, so that the customer is never forced to tell their story more than once.
• Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking and offer solutions to issues that are often non-standard/non-routine and require some clarification.
• Maintain broad knowledge of client products and services.

• Handle incoming calls and open, track and resolve trouble tickets utilizing Remedy, Netcracker, and carrier/client administration gateways such as Salesforce.
• Use Graphical Interface Systems, technical schematics, equipment configurations, and internal databases to analyze and resolve clients' issues.
• Accurate creation of Remedy tickets.
• Capturing client's issue (no inbound, circuit down, call forwarding not in place, etc.) and escalating tickets when appropriate.
• Submission of tickets to outside vendors.
• Support client and LPACC requests for feature and functionality changes to the Hosted Service, such as reset password, reassign user, replace phones, voice mail set up, Commportal and call barring functionality, softphone support.
• Completion of BUR requests.

Screening all Remedy tickets to confirm:

• Client contact for all Out of Service or Service affecting issues.
• Follow up calls have been completed.
• Closing tickets when possible.

Responsible for billing activities to include:

• Explanation of invoice and account charges.
• Create Billing Dispute Case and assign to appropriate team

Handling customer orders and/or provisioning…