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Client Support Analyst in 10205 E 61st St. Tulsa, OK 74133 at SageNet

Date Posted: 7/12/2018

Job Snapshot

Job Description

Summary:

The Client Support Center (CSC) ensures positive client experience through high quality service and communication thereby attaining client retention. The CSC handles incoming client phone calls and emails regarding a variety of questions and inquiries, providing answers and appropriate actions when able and forwarding clients to the proper support as necessary. Additionally, the CSC is responsible for the placement of client orders into the SageNet systems, the accuracy of those orders, and timeliness is an essential component of a great customer experience. CSC clients are both external and internal and they support the SageNet Program Managers and Sales teams as well as SageNet’s clients. Client Support Analysts are responsible for coordinating the entry of client broadband and VSAT orders in a timely, accurate manner. They fulfill a necessary pre-sales support role in the qualification of Broadband for customer locations and identification of broadband costs for quoting and ordering purposes. The Client Support Analyst is instrumental in supporting the customer throughout the lifecycle of the customer’s program.

 

Responsibilities:

  • Handle inbound calls and emails from multiple clients related to SageNet services, open orders, and billing
  • In collaboration with internal stakeholders, resolve client questions by clarifying the customer’s need; determining the correct resolution/answer; completing required action within performance metrics
  • Record inbound requests and ensure proper notations
  • Capturing client information in a manner that is complete, succinct, and accurate
  • Using SageNet systems to monitor and follow up on open items
  • Provide accurate, valid and complete information by using the right methods/tools
  • Open and submit customer site locations and orders into SageNet systems
  • Research broadband availability at customer locations (pre-qualify/re-qualify) and ensure pre-qualification costs are captured on orders when placed
  • Clean up and management of open order report to ensure old orders are cancelled/deleted in a timely fashion
  • Broadband and customer report creation/generation support
  • Work effectively and efficiently with Sales/Program Managers/Provisioners when placing orders

Job Requirements

Requirements:

  • Strong organizational and time management skills
  • Excellent communication skills (written and oral)
  • Ability to manage large amounts of incoming calls and emails
  • Self-directed; ability to prioritize tasks
  • Ability to balance multiple issues at same time
  • Persuasiveness to gain assistance from end user and provider contacts
  • Strong attention to detail; commitment to accuracy and detail
  • Technical aptitude to understand service and provider nuances (i.e. IP addresses, modem settings, etc.)
  • Internet-savvy; confident in searching for information using Google and other web-based tools the job provides
  • Previous Telecom experience (preferably broadband)