Responsibilities:

The Technical Customer Service Representative will be responsible for Tier 1 and Tier 2 customer support for the Short Code Registry and other iconectiv products. The candidate must obtain an in depth understanding of iconectiv’s products features and functionality. This includes understanding the process for requesting new Short Codes, billing processes, troubleshooting issues with new and existing orders as well the process for escalating urgent issues to the proper chain of command.

Responsibilities will include monitoring incoming customer calls and emails while meeting contractual SLA obligations. Managing trouble tickets from creation to closure. Documenting customer issues, researching a solution and providing a professional response in a timely manner. Maintaining an understanding of the system requirements and applicable User Guides. Obtaining knowledge of the Short Code Registry customer base, building relationships with our customers and understanding their expectations of iconectiv.  

The role will be responsible for identifying process improvements and implementing the methodologies that drive positive change. This position will require the ability to interact with all levels of the organization and possibly deliver presentations to the management team. The candidate must be comfortable operating independently in a fast paced environment and must have strong analytical skills.

Knowledge of SMS architecture and the Short Code Registry is preferred.

Requirements:

•    BA (preferred) 
•    Minimum 3 years of customer service experience is desired.
•    Excellent verbal and written communication skills.
•    Experience with Service Now and NetSuite would be a plus.
•    Excellent work ethic and customer focus.
•    Initiative, critical thinking and good follow through are key characteristics.
•    Strong organizational skills / Quick learner.
•    Must be available to work rotating shifts

Additional Skills:

Knowledge of the Microsoft Office Suite of products (Advanced PowerPoint and Excel skills), SQL skills and ability to multitask across various products is a must.

View full description Apply Bridgewater, NJ Customer Support 2435 Location - Bridgewater, NJ

About iconectiv:
At iconectiv, we envision a world without boundaries, where the ability to access and exchange information is simple, secure and seamless. As the authoritative partner of the communications industry for more than 30 years, our market-leading solutions enable the interconnection of networks, devices, and applications for more than one billion people every day. Working closely with private, government and non-governmental organizations, iconectiv has intimate knowledge of the intricacies and complexities of creating, operating, and securing the telecommunications infrastructure for service providers, regulators, enterprises and content providers. iconectiv provides network and operations management, numbering, registry, fraud and revenue assurance and messaging solutions to more than 1,000 customers globally.

As the world continues to change in ways we cannot even begin to imagine, we know that one thing will never change -- the need to stay connected. The world of tomorrow is counting on us, and we are delivering.

A US-based company, Telcordia Technologies, Inc., doing business as iconectiv. For more information, visit www.iconectiv.com.

Responsibilities:
The Technical Customer Service Representative will be responsible for Tier 1 and Tier 2 customer support for the Short Code Registry and other iconectiv products. The candidate must obtain an in depth understanding of iconectiv’s products features and functionality. This includes understanding the process for requesting new Short Codes, billing processes, troubleshooting issues with new and existing orders as well the process for escalating urgent issues to the proper chain of command.
Responsibilities will include monitoring incoming customer calls and emails while meeting contractual SLA obligations. Managing trouble tickets from creation to closure. Documenting customer issues, researching a solution and providing a professional response in a timely manner. Maintaining an understanding of the system requirements and applicable User Guides. Obtaining knowledge of the Short Code Registry customer base, building relationships with our customers and understanding their expectations of iconectiv.
The role will be responsible for identifying process improvements and implementing the methodologies that drive positive change. This position will require the ability to interact with all levels of the organization and possibly deliver presentations to the management team. The candidate must be comfortable operating independently in a fast paced environment and must have strong analytical skills.
Knowledge of SMS architecture and the Short Code Registry is preferred.

Requirements:
BA (preferred)
Minimum 3 years of customer service experience is desired.
Excellent verbal and written communication skills.
Experience with Service Now and NetSuite would be a plus.
Excellent work ethic and customer focus.
Initiative, critical thinking and good follow through are key characteristics.
Strong organizational skills / Quick learner.

Additional Skills:
Knowledge of the Microsoft Office Suite of products (Advanced PowerPoint and Excel skills), SQL skills and ability to multitask across various products is a must.

Relocation Benefits: This position is not eligible for relocation assistance.

Full Time Employee benefits:
Health care benefits
401(k) with company match
Holiday pay
Paid time off (inclusive of a volunteer day)
Tuition Reimbursement upon approval
On-site Gym

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore, employees assigned may be required to perform additional job tasks required by the manager.

We are proud to be an EOE Minorities/Females/Protected Veterans/Disabled employer. The Company’s status is a VEVRAA Federal Contractor. Request Priority Protected Veteran Referrals. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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