Telecommunications Analyst jobs in Orem, UT

Emery Telecommunications and Video has a full-time position open for an Advanced Trouble Shooting CSR. This person will work in our Price Business Office. The standard hours for this position are from 8:00 a.m. to 5:00 p.m. Monday through Friday. This person will also be asked to work on some Saturdays. The individual will provide customer service and technical support to Internet and other customers. Researches complex problems and issues to determine solutions. Updates customer account information as appropriate.

• Know all company products and services, including the most elaborate and the simplest products and services.
• Be technically apt to be able to work with all customers and troubleshoot internet and other customer issues with company products and services
• Become familiar with as many trouble issues as possible and know how to solve customer trouble issues.
• Possesses excellent customer service skills with the ability to communicate, educate, and train customers regarding company products and services.
• Be aware of ways to sell or up-sell customers to more elaborate services based on customer interests and needs. Example - upsell a customer that will benefit from a faster internet speed instead of struggling with the same unsatisfactory service.
• Know the pricing of all the products and services offered by the company
• Assist in audits of internal billing and tracking systems.
• Dispatch and work with both residential and business technicians on scheduling and provisioning of equipment.
• Provide support and training to customer service representatives.
• Other duties as assigned.