Customer Service Technician Job Description

Customer Service Technician Job Description

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Customer service technician provides essential AC power for DC power plants and environmental equipment to support 24X7 Central Office operations.

Customer Service Technician Duties & Responsibilities

To write an effective customer service technician job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service technician job description templates that you can modify and use.

Sample responsibilities for this position include:

Use test equipment to isolate location of faults to include copper and fiber cable
Assume responsibility for learning, in detail, about company products and using this knowledge to solve customers’ technical problems and seeing these through to completion
Maintain client work schedule and service level requirements
Responsible for answering customers’ technical/billing calls and emails efficiently, accurately and in a professional manner using excellent customer service skills
Other duties as assigned, which could include mentor and support Level 1 agents and New hires while nesting
Responsibilities include working with our Divisional Hospital Team providing Technical assistance to doctors, nurses and hospital personnel
Working with our Divisional Hospital Problem resolution team, researching and resolving complex problems
Researching complex test orders and providing detailed, complex, collection instructions to our clients
You will work closely with other laboratories and testing facilities
Ability to learn the different reporting systems, and walk clients through any problems

Customer Service Technician Qualifications

Qualifications for a job description may include education, certification, and experience.

Education for Customer Service Technician

Typically a job would require a certain level of education.

Employers hiring for the customer service technician job most commonly would prefer for their future employee to have a relevant degree such as Associate and High School Degree in Technical, Education, Electronics, Computers, Computer Science, Associates, Graduate, Business, Engineering, General Education

Skills for Customer Service Technician

Desired skills for customer service technician include:

PC’s
AC/DC theory
Analog and digital transmission
Excel and Outlook
MS Word
Hand and power tools
Test equipment
Of computer concepts and basic accounting practices and mathematical concepts
Office operations and procedures

Desired experience for customer service technician includes:

Ideally 2+ years of “hands on” experience within a laboratory environment
A fluency in English (written and spoken) and Mandarin combined with excellent communication skills is necessary
A customer service orientated, flexible and a team player mentality
Must have a secondary skill set supporting added areas of support functions, examples could include special projects, porting, HP support
1 to 3 years’ experience in Technical Support / Inbound Call Center (previous .com experience preferred)
Working knowledge of Microsoft Windows, Microsoft Office, and basic inspection equipment such as calipers, multimeters, Ability to work safely with pressure retaining equipment

Customer Service Technician Examples

1

Customer Service Technician Job Description

Job Description Example
Our growing company is hiring for a customer service technician. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service technician
  • Convey a positive and professional appearance and demeanor when communicating the company’s products and services to our customers while maintaining company desired service standards
  • Perform preventive maintenance on telecom equipment
  • Perform MACs (Moves, Adds, and Changes) on the Mitel Pointspan systems, OEM equipment such as ACD reporting, voicemail, recorded announcement systems
  • Supervises the activities of individual contributors performing similar tasks within a shift, group, or department within Global Technical Support
  • Accountable for operational results in terms of expenses, budget, performance standards/metrics, customer satisfaction and employees
  • Build and maintain accurate customer records
  • Coordinate/manage “STAT” order process (check e-kit stock list and send back to customer)
  • Assist team members/department as needed to meet workflow deadlines and/or complete miscellaneous projects
  • Installs, repairs, tests and modifies line and station telephone equipment for customers using hand tools, power tools, and computer interfaces
  • Install, repair, test, and modify line and station telephone equipment for customers using hand tools, power tools, and computer interfaces
Qualifications for customer service technician
  • Applicable qualification in China, or a suitable technical qualification
  • High school/Technical school degree with specialization in electromechanical, electric, or equivalent background
  • Ability to read and interpret part prints, schematics, technical manuals
  • Ability to transport at least 35 lbs with or without accommodation
  • This position will require travel to and from customer sites on a daily basis other facilities with occasional long-distance travel
  • A significant amount of standing, walking, and lifting, with or without accommodation’s is required for this position
2

Customer Service Technician Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer service technician. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service technician
  • Analyze and troubleshoot cable and fiber faults to include pressurized and filled cable
  • Use FB Viewer to interpet cable routes
  • Repair cables in manhole, buried or aerial
  • Be first of scene of damages to determine party at fault and complete damage forms
  • Ability to operate backhoe, bucket truck and manhole package safely to perform repairs
  • Perform installation and repair of voice services when load warrants
  • Perform installation and repair of HSI services when load warrants to include bonded HSI and VDSL
  • Actively support the YouCan program
  • Monitors supply reports and listings and takes appropriate actions as required
  • Prepares and processes transactions through the appropriate supply IT system
Qualifications for customer service technician
  • Must be able to meet all credentialing requirements of our clients, including, but not limited to immunizations
  • Ability to climb ladders for installations
  • Dexterity and Ability to use/manipulate a variety of tools
  • Ability to work in confined spaces crawlspaces, attics, utility holes
  • Must be able to bend, stoop, stretch, kneel and occasionally work in awkward positions
  • Must have a working knowledge of telephony outside plant including but not limited to drops, cross-boxes, fiber systems, terminals
3

Customer Service Technician Job Description

Job Description Example
Our company is growing rapidly and is hiring for a customer service technician. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer service technician
  • Inspects and identifies property
  • Performs shelf life inspections of stock
  • Works central receiving activity
  • Ability to perform station cabling, telephone moves, adds, and changes (MACS)
  • Ability to perform inside plant Main Distribution Frame cross connects
  • Ability to read, interpret, and complete Customer Service Orders (CSOs)
  • Ability to read and interpret building floor plans and schematics
  • Troubleshoot lines from the MDF to the workstations, which may include troubleshooting OSP cabling for bad pairs
  • Candidate needs to have a high school diploma or equivalent
  • This position requires standing, squatting, bending, working beneath computer floors, above false ceilings, and climbing ladders
Qualifications for customer service technician
  • 3-5 years experience with installation or maintenance of telecommunications voice & data network service & equipment or equivalent education (see "education" above)
  • Basic PC / Windows skills
  • Basic understanding of IP / Data Networks is a plus
  • Bachelor’s degree or 3+ years of experience in a repair or technical support environment
  • Technical background with proven software, electrical, and electro mechanical skills as well advanced troubleshooting & problem solving techniques
  • Capable of troubleshooting problems down to the component level
4

Customer Service Technician Job Description

Job Description Example
Our company is growing rapidly and is hiring for a customer service technician. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer service technician
  • Microsoft Word, Excel, Outlook (email) & Power Point required
  • Work schedule may require nights and weekends
  • Working knowledge of NORTEL/Avaya SL-100 SERVORD is a plus
  • Have your own tools a plus (Buttset, Bix & 110 Punch Blade, wire wrap)
  • Maryland Electricians License a plus but not necessary
  • Additional post high school training or college is a plus
  • Understanding how email & email protocols (IMAP, POP, SMTP, ) work is a plus
  • Ability and desire to learn, adapt, and grow
  • Reading and understanding blue prints and work instructions
  • Assemble intricate unites composed of a number of components
Qualifications for customer service technician
  • Excellent written/verbal communication skills & meticulous attention to detail
  • Enjoys working in a fast paced multi-task environment
  • Ability to interact in person and by phone/email with a global customer base
  • Aptitude to understand a diverse portfolio of ocean technology products and parts
  • Ability to speak Spanish is an asset
  • Must be able to safely use hooks, ladders, and bucket trucks to climb poles
5

Customer Service Technician Job Description

Job Description Example
Our company is growing rapidly and is hiring for a customer service technician. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service technician
  • Assemble and disassemble equipment and parts
  • Act as a liaison between customer and company
  • Provide input and valuable information to customers
  • Travel within North America and the Caribbean up to 50% of the time
  • Create and manage Severity tickets for NOC
  • Act as lead, manage call Q and email Q to ensure service levels are met
  • Enter repair information in our database to include parts used, labor codes and troubleshooting information
  • Answer incoming calls with professionalism and courtesy
  • Resolve service questions related to maintenance, operation, service
  • Versatile, flexible, and a willingness to work within constantly changing
Qualifications for customer service technician
  • May work in confined spaces (utility holes, attics, crawl spaces)
  • Product and/or customer service related experience is a must
  • Job requires specialized advanced vocational skills (generally non-theoretical) acquired on or off the job, typically gained through a combination of educations and relevant experience, totalling 4 years post high school or equivalent
  • High school graduation or equivalent, an associates degree in electronics, or 2 years work related experience or must have completed 12 college credit hours in computer science or electronics subject to company approval
  • Accepts call outs and overtime as conditions of employment
  • Satisfactorily complete if required company schools, AC-DC, Basic OSP, Service Tech Modules, 1,2,3,Basic Transmission and Noise Mitigations and Cable repair

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