Responsibilities:

Customer service skills like; patience, attentiveness, and clear communication are vital, while basic PC, and network connectivity troubleshooting skills are desired. Our customer services desk  provides end user support of proprietary business applications and standard (off the shelf) client software. Individuals that demonstrate initiative and self-direction in this fast paced company will find ample professional growth opportunities. Job responsibilities include, but are not limited to the following;

• Monitor and respond to multiple channels of customer communication including chat, email, and phone.   
• Support the following types of calls, questions, or tickets:
• Customer Service Requests
• Billing inquiries
• Application Troubleshooting
• Data Entry
• Use critical analytical skills to troubleshoot customer reported incidents which may also include working with other departments to satisfy customer needs.
• Actively participate in on-call rotations which may include occasional after hours, weekends and national holiday shift work.
• Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedure.
• Excellent work ethics, time management, and strong customer focus are key skills required to perform this function successfully.
• Gain a full understanding of internal processes and assist as needed

Requirements:

• BA degree is preferred
• Minimum 1-2 years of customer service/ account management experience.
• Experience with full-filling customer porting requests is a big plus.
• Excellent written and verbal communication skills are a must.
• Familiarity with Oracle SQL, Java and UNIX skills preferred.
• Experience using “Chat” to support customer communications (requires strong written communication skills).
• Any application support experience would be a plus.            
• Superior MS Office Skills.
• Good writing skills and the ability to author professional correspondence.
• Initiative, critical thinking and good follow through are key characteristics.
• Any experience with ServiceNow system would be a plus.
• US Citizenship required

**Hybrid employees must live within 75 miles of the iconectiv office in Bridgewater, New Jersey, which is the in-person office location where the employee will report when working in-person

 Additional Skills:

• Familiarity with Java Application Middleware; specifically Red Hat Jboss Enterprise Advanced Platform.
• Understanding of Relational Database Management System concepts; especially in the Oracle Database product line.
• Understanding of agile software development principles and knowledge of CA Rally.
• Familiarity with the following languages and technologies: JSON, HTML, JavaScript, Web Services and XML.
• Willingness to work within 8am – 8 pm shift on weekdays and follow rotational on call schedule for weeknights and weekends.