• Answers incoming customer calls within established standards
• Assists customers over the phone regarding pricing and availability, Emergency Order entry, backorder Status, Tracking/Shipping information
• Enters customer orders accurately and within established standards
• Receiving and returning customer phone calls
• Working within ticketing systems
• Utilizing screen sharing to troubleshoot issues
• Troubleshooting customer connectivity at an advanced level
• Assisting customers with firewall and network configurations
• Assisting customers with network change requests
• Escalating issues to NOC
• De-escalating situations with dissatisfied customers

Skills: Customer Call Management, Order Entry Accuracy, Advanced Troubleshooting, Network Configuration Assistance, Ticketing System Proficiency, Screen Sharing Support, Issue Escalation and De-escalation, Shipping and Tracking Coordination

• Assists in other daily operations
• Utilize Salesforce.com CRM or another tool to track calls as customer cases
• Support CS team in meeting monthly metrics
• Completing daily, weekly and monthly payment reconciliations
• Responding to customer billing and service inquiries and researching to resolve issues
• Tracking customer complaints using the City tracking system
• Performing and processing necessary adjustments to customer accounts and the department's computer system for each assigned customer area
• Processing adjudication of citations through the administrative review program or through the court system
• Entering manual citations into the City’s Citation Management System 
• Corresponding with customers via telephone and mail to verify the accuracy of service resolutions implemented

Skills: Salesforce CRM Utilization, Customer Case Tracking, Monthly Metrics Support, Payment Reconciliation, Billing Inquiry Resolution, Complaint Tracking, Account Adjustment Processing, Citation Management System Entry

• Preparing, maintaining and submitting account logs and apprising supervisor of work and account services completed including issues and complaints
• Performing data entry into a department computer system for account corrections, changes and resolutions
• Performing data entry of special or routine information into a department computer database
• Performing research and special projects as directed by the supervisor
• Assisting customers with forms and applications for completion, answering customer questions and referring customers to the appropriate parties
• Performing DMV Holds
• Processing immobilization violations
• Designing signage in accordance with the Manual on Uniform Traffic Control Devices (MUTCD)
• Inputting information into Salesforce and ensuring Salesforce information is accurate.
• Provide progress reports to line manager (Product Manager)

Skills: Account Log Management, Data Entry Proficiency, Research and Project Support, Customer Assistance, DMV Holds Processing, Immobilization Violation Management, Signage Design Compliance, Salesforce Data Accuracy

• Answer incoming phone calls, emails, SMS and chat requests to support customer base.
• Make outgoing communications to respond to customers who may have left voice or text messages.
• Ensure smooth handover of tickets/cases with EMEA and APAC support teams.
• Understanding of test equipment such as OTDR/TDR, Multimeter, Spectrum Analyzer and/or Oscilloscope.
• Assisting other departments with items such as part numbers or solutions for customer needs.
• Understand the operation of all Intellian products and be able to troubleshoot and fix them.
• Work with teams of internal staff, subcontractors, dealers and customers.
• Maintain tickets up to date in order to minimize ticket/case aging.
• Maintain a high case resolution rate.

Skills: Multichannel Customer Support, Outgoing Communication Management, Ticket Handover Coordination, Test Equipment Proficiency, Interdepartmental Assistance, Product Troubleshooting Expertise, Collaborative Teamwork, Ticket Management and Resolution

• Completing job work scopes and creating detailed work orders for the Field Service team.
• Maintaining rotation for shift and weekend/Holiday work with the Line manager.
• Timely and accurate escalations to CS Helpdesk tech Level 2, TS Level 3-4 or line manager(s).
• Working with all teams and staff to assist where resources
• Diagnosis and repair of systems that return to the Pompano Facility for RMA, including spare part ordering and inventory replenishment
• Be self-sufficient when unable to contact coordination or line manager.
• Maintain a professional appearance and attitude at all time, representing the company well and maintaining a good reputation.
• Ensuring the security of any company property, building and contents.
• Contribute towards the achievement of the company’s strategic and operational objectives.
• Assist with quality control and product evaluation of new and existing products.

Skills: Work Order Creation, Shift Scheduling Coordination, Timely Escalation Management, Cross-Team Collaboration, System Diagnosis and Repair, Self-Sufficiency in Coordination, Professional Representation, Quality Control and Evaluation

• Experience as Customer Service Representative II or Customer Service Representative I or related fields that would impart a Subject Matter Expert level of SAP transactional knowledge and customer service operating procedures.
• Proven leadership ability with excellent communication skills, including listening, verbal presentation, and written communication with persons at all levels. 
• Experience in writing operating procedures and using project management tools.
• Strong issue identification with problem analysis and solution development skills with proven ability to relate problems well to support organizations and collaborate for creative/innovative solutions.
• Strong workload management and organizational skills with demonstrated adaptability to changing business priorities. 
• Able to work with minimal management direction.
• Demonstrated team player with the ability to develop working relationships with persons at all levels.
• Strong planning skills coupled with necessary knowledge of AbbVie supply chain, commercial, financial, and quality activities.
• Excellent presentation skills
• Experience working in an optical lab or as an optician

Qualifications: BA in Communications with 5 years of Experience

• Excellent communication skills such as verbal, written, and comprehension of the English language.
• Ability to follow appropriate safety and equipment operation procedures
• Basic computer systems knowledge
• Skilled in data entry and documentation in electronic inventory management systems
• Strong attention to detail and customer advocacy mindset
• Ability to prioritize work to optimize overall customer satisfaction
• Knowledge in working with simple measurement and inspection equipment typical for the optical industry.
• Experience in spectacle or optical complaint handling.
• Experience in data entry in electronic management systems
• Experience with handling and inspecting lenses or optical devices

Qualifications: BS in Information Technology with 3 years of Experience

• Confident with excellent communication skills
• Able to work as part of a small team with established processes and procedures
• Ability to manage difficult customers, understand and explain building-related issues
• Ability to update defect management system
• Knowledge of current building regulations and standards
• Practical knowledge of NHBC, LABC & Premier Guarantee guidelines
• General carpentry / making good shrinkage/painting and decoration/tiling and grouting essential
• A self-managing and highly motivated individual who is capable of driving improvements in the quality of products.
• Customer communication in English and ITIL knowledge
• Experience in attending to customer requests via systems
• Ability to task administration and time management

Qualifications: BA in Business Administration with 4 years of Experience

• Ability to meet the customers’ needs in line with the business requirements
• Experience in working with a cooperative and positive attitude in a group setting to achieve common goals
• Experience in communicating effectively and efficiently while adapting to the audience and getting the message
• Ability to comprehend and oversee various aspects of a problem or a situation
• Experience in taking responsibility and taking care of the consequences of making a decision
• Focusing on the objectives and the required outcomes of the processes while delivering a service
• Ability to find root causes of problems and to focus on quick and efficient solutions
• Experience in attending to customer requests via systems
• Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
• Interpersonal skills to develop and maintain professional working relationships with builders, vendors, subordinates and co-workers.
• Excellent written and verbal communication skills.

Qualifications: BS in Computer Science with 5 years of Experience

• Strong organizational skills
• Ability to process and detail-oriented with strong logical thinking skills
• Strong written and verbal communication skills
• Ability to multi-task and meet deadlines
• Ability to work in a fast-paced environment and collaborate effectively as a team member
• Ability to communicate at all levels with internal/external clients by phone, email, and in-person
• Ability to maintain a professional demeanor and appearance at all times
• Ability to stay calm and composed under pressure
• Strong decision-making skills
• Ability to proactively identify, analyze, address and resolve problem areas, conflicts and issues
• Strong decision-making skills.
• Organizational skills to ensure adequate tracking systems are utilized to maintain and track all required information associated with the ordering and production process.

Qualifications: BA in Marketing with 4 years of Experience