Job Description

SUMMARY

The Customer Support Specialist is responsible for managing all incidents reported to WTS. This person is responsible to document, assess, resolve, and/or escalate issues as appropriate. This person will provide status information throughout the resolution process to ensure effective communication and customer satisfaction. The Customer Support Specialist answers, evaluates, and prioritizes incoming issues via telephone and email requests. In addition, this person maintains the schedule and scheduling of field technicians.

DUTIES AND RESPONSIBILITIES

• Provide basic Tier 1 phone support, accurately log and assign ticket to resource.
• Manage the scheduling of all field engineers and staffed engineers. Coordination and scheduling of all onsite appointments for field engineers and communication to clients.
• Work closely with the Management and Sales Team.
• Certify all tickets in ticket queue, move to respective technician and/or group.
• Assign tickets to the proper resources, facilitate escalations and oversee the proper response of all issues.
• Work with the staff to ensure proper issue hand-off.
• Verify all open tickets contain relevant status updates with proper communication to the client throughout the life-cycle of the ticket.
• Participate in our Ticket Quality Assurance processes.
• Ticket reporting as requested by the Management team.
• Manage Wi-Fi networks for all Managed Properties.

Additional related duties and responsibilities may be delegated to staff members by management as needed

Company Description

WTS is a full-service IT company serving Myrtle Beach, Florence and Columbia, SC & Wilmington, NC. We offer a broad line of technology solutions including business telephone systems, data networking solutions, broadband and security services.