Account Manager - Technical Customer Support
Job Description
MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.
We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career.
We are looking for an Account Manager - Technical Customer Support - Mobility Specialist to join our Operations Team in Holmdel, NJ!
Role and Responsibilities:
The Technical Customer Support Specialist will be the single point of contact for a portfolio of MetTel's valuable enterprise accounts. As the primary support, you will successfully manage all aspects of your customers' accounts, including repairs, moves, adds, and changes. The candidate will also be responsible for periodic bill reviews and addressing any billing inquiries or issues with billing.
- Technical in terms of having hands on Wireless Telecom and Mobility experience (i.e. repairs, moves, adds, changes)
- Customer Support experience addressing customer issues through to resolution
- Knowledge of Microsoft Office applications
- Manage the day-to-day activity of your assigned accounts in a post-sale environment
- Communicate directly with customers by telephone, electronically, or face-to-face
- Interact with customers to provide and gather information in response to inquiries, concerns, and requests about products and services
- Respond promptly to customer trouble reports and escalations
- Handle and resolve customer complaints
- Direct requests and unresolved issues to the designated resource/department
- Manage customers' accounts regarding billing and financial concerns
- Keep records of customer interactions and transactions
- Record details of inquiries, comments, and complaints
- Record details of actions taken and escalate internally where required
- Follow up on customer interactions
- Interface directly with various teams or departments internally to facilitate or improve the customer experience
- Participate in a variety of special projects as requested
Desired Skills and Experience:
- Technical Customer Support experience required
- Account Management, preferably based with company support rather than individual or user support
- Customer Support experience with clients or user facing calls
- Bachelor's Degree is required
Keywords: #Mobility, #Technical, #Telecom, #AccountManager, #CustomerSupport, #Holmdel, #NewJersey, #New Jersey, #Monmouth County
MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.
To learn more about our company visit us at www.mettel.net
Company Information
Location: Not specified
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