Job Description

A recognized industry leader in retail voice, POS and data communications network implementation and maintenance. Founded in 1981,  provides national retailers with voice, POS and data communications systems solutions, including technology staging, asset management, installation, maintenance, cabling, rollout and chain-wide implementation. 

DEPARTMENT OVERVIEW We maintain in-house expertise with regards to a wide variety of on-site voice and data communications systems. Our vendor neutrality ensures every customer will receive reliable and professional technical support in a timely and effective manner. The Technical Services department is responsible for our customer support center. The center is staffed with knowledgeable and technical professionals 24 hours a day, 7 days a week throughout the year. You will be responsible for facilitating calls from customers regarding communications systems support.

Technical Service Representatives (Level I Technicians or TSR's) handle basic troubleshooting and help reduce the number of dispatches of Field Service Reps (FSR's). Calls that cannot be resolved by TSRs or that require more advanced technical knowledge are escalated to our Level II TSRs

AFTER INITIAL TRAINING THIS IS A REMOTE POSITION BUT WE ARE LOOKING FOR CANDIDATES THAT LIVE IN THE CHICAGO AREA.  WE HAVE A M-F 8:30AM - 5:00PM OPENING AND ALSO AN EVENING POSITION 10:00 PM - 8:30AM. 

RESPONSIBILITIES  Ensure that all service orders are scheduled, completed and closed in a timely manner.  Perform basic diagnostic testing and troubleshooting.  Determine appropriate response time and resolution in servicing customer calls (i.e. emergency, next day, 3-5 business days, scheduled appointment, or customer specific requests).  Order necessary customer equipment.  Track the timely shipping and delivery of parts to the customer site.  Escalate severe issues, trends or chronic problems to management  Accurately analyze situations and take effective action, communicating effectively and diplomatically over the telephone with customers and contractors

QUALIFICATIONS  BA/BS degree preferred  1 – 3 years relevant work experience  1+ year of practical experience as a Technical Service Representative  General knowledge of telecommunications business/industry and products required  Microsoft Office experience assumed; user-level experience with Lotus Notes e-mail a plus Must possess excellent communication and interpersonal skills, with the ability to interact with and provide support to all business functions 

Company Description

A leader in their industry since 1975, we have been a fundamental ingredient in the successful hiring of employees for companies of all sizes in the Chicagoland area.