Technical Support Specialist - Troy, MI


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TelNet Worldwide continues to grow and seeks a Technical Support Specialist (Tier 2) to join their high-performance team in Troy, Michigan. The Technical Support Specialist responds to trouble calls, ensures identification and resolution of customer issues, and provides technical support to the customer on a first level response platform. To succeed, you must be highly motivated with an exceptional ability to work with customers, vendors, professional service staff, engineers and our Sales Team on a daily basis. If you have a strong drive to solve problems, are experienced in operational support systems, and are committed to providing a top-notch customer experience, we want to hear from you!

RESPONSIBILITIES OF THE TECHNICAL SUPPORT SPECIALIST.
Take ownership on all customer communications including an average of 80% availability through IVR. Examples include: respond to customer emails, respond to customer alarms, take ownership on service related tickets.
Respond to new service tickets along with continuous follow-up.
Ability to work independently and with Management to continuously improve or create processes and procedures.
Escalate to and work directly... View Full Description

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