The Enterprise Support Representative position performs a variety of Call Center tasks including diagnosing and troubleshooting Internet connections, Email, Voice over Internet Protocol (VoIP) and Web Hosting services for Enterprise customers. This position performs a variety of project tasks and requires excellent communication skills, a high level of technical knowledge, and the ability to work with users diplomatically and skillfully. The Enterprise Support Representative position may interface directly or indirectly with customers, however, the majority of communication will be over the phone or via Email.

Essential Duties and Responsibilities
* Adhere to the Call Center Attendance Policy, Call Center Time Off Policy, Call Center Activities Policy and Call Center Agent Targets Policy; understand that punctuality and consistent attendance is required in order to address customer needs
* Provide technical support for VoIP, Internet, Web Hosting services, Email, Ethernet connections, Digital Subscriber Line (DSL) and Dial up; resolve end user business network issues and work with business routers
* Use proper judgment to set up onsite service calls as needed
* Collaborate with Supervisor to fulfill Call Center functions as needed, including but not limited to billing and sales
* Log and track calls using a problem management database; maintain historic records and related problem documentation; create service call requests via ticketing system
* Process terminations in multiple systems, issue credits for services not used and schedule uninstalls to retrieve equipment
* Respond and process customer billing inquiries received via telephone, voicemail, Email and in person
* Process Automated Clearing House (ACH) and credit card payments to customer accounts
* Conduct outbound collection calls on a regular basis
* Process telephone and Email requests for service changes, account research and customer information
* Update and maintain customer files with accurate Email addresses, credit card information, physical addresses and contact names
* Understand and follow Company guidelines regarding private customer information
* Process VoIP additions, cancellations and reconciliations of active customers
* Communicate and liaise with all other Company departments; notify appropriate parties immediately of any issues which may affect efficient operations including, but not limited to, outages, service disruptions, tower volume and repeated customer complaints
* Work requires weekend and/or evening work and some travel may be required

Knowledge, Skills and Abilities Required
* Strong computer skills; three (3) years personal computer (PC) experience required
* One (1) year technical support call center experience
* Excellent oral, written and interpersonal communication skills
* Advanced understanding of Internet Protocol (IP) address schemes, network fundamentals, network hardware and Wi-Fi networks, VoIP, and Email concepts and configuration
* Ability to define problems, collect data, establish facts and draw valid conclusions; calculate figures and amounts such as discounts, interest, commissions, proportions and percentages
* Basic understanding of debits and credits
* Customer service oriented with passion for high customer satisfaction and achieving operational excellence; ability to interact with all levels of staff including senior management
* Keyboard and/or typing skills (thirty (30) wpm minimum)
* Ability to maintain confidentiality
* Must comply with Company and Occupational Safety and Health Administration (OSHA) established safety policies and requirements
Physical Demands and Working Environment
* Physical demands: The position requires the incumbent to remain in the sitting position for prolonged hours. While performing duties of job, employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to thirty (30) pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work environment: Working conditions may include being in an open (shared) cubicle/workspace area.
Disclaimer
This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.