Buffalo Grove, IL
Technical Service Representative / Night Shift
Responsibilities
The center is staffed with knowledgeable and technical professionals 24 hours a day, 7 days a week throughout the year
These individuals are responsible for facilitating calls from customers regarding communications systems support
Technical Service Representatives (Level I Technicians or TSR's) handle basic troubleshooting and help reduce the number of dispatches of Field Service Reps (FSR's)
Calls that cannot be resolved by TSRs or that require more advanced technical knowledge are escalated to our Level II TSRs
Ensure that all service orders are scheduled, completed and closed in a timely manner
Perform basic diagnostic testing and troubleshooting
Determine appropriate response time and resolution in servicing customer calls (i.e. emergency, next day, 3-5 business days, scheduled appointment, or customer specific requests)
Manage the work order process to ensure customer service level agreements are met
Order necessary customer equipment
Track the timely shipping and delivery of parts to the customer site
Escalate severe issues, trends or chronic problems to management
Assist in training and orientation of new employees when necessary
Accurately analyze situations and take effective action, communicating effectively and diplomatically over the telephone with customers and contractors
Qualifications
1 – 3 years relevant work experience, preferably in the Telecommunications field
1 year of practical experience as a Technical Service Representative
General knowledge of telecommunications business/industry and products required
Must possess excellent communication and interpersonal skills, with the ability to interact with and provide support to all business functions within and a diverse customer base
Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa
Pre-Employment Screening: Drug screen and background check required.
Chase Technical Staffing is an Equal Opportunity / Affirmative Action employer: that does not discriminate based on race, color, religion, marital status, age, national origin, disability, medical condition, pregnancy, gender (orientation or identification), sexual orientation, veteran status, or any other basis covered by federal, state, or local laws. All employment decisions are based on qualifications, merit, skills, individual performance, and business needs.
ADA Statement: CHASE Technical is committed to complying fully with the Americans with Disabilities Act (ADA) and ensuring equal employment opportunities for qualified persons with disabilities.