Location: Jacksonville, FL
Company: Focus Services
candidates will be responsible for creating accurate interaction notes within the call dispositioning system. EXPECTATIONS Assist customers with resolving loss of internet connectivity and quality of service issues (Wi-Fi & Wired devices), cable television issues, equipment provisioning issues, and issues related to phone service (e.
g. loss of dial tone, quality of service, telephone number porting). Ability to drive customer issue(s) to resolution during the initial customer interaction. Demonstrates the ability to manipulate multiple tools effectively and efficiently (e. g. Knowledge base, various tools that assist with issue diagnosis/resolution) Based on the customers wants and needs,
acts as a product consultant, articulating appropriate product solutions, features and benefits. Demonstrate awareness of company policies and procedures, utilizes sound judgment, and remains within scope of support.
Follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII). Must be able to work in a fast-paced, structured, dynamic and high transaction environment, with the ability to maintain composure in stressful situations, to manage, negotiate with, and diffuse angry or upset customers. Demonstrates the ability and takes ownership to achieve established goals and performance metrics. Comfortable adapting to policy and/or procedural
changes that are communicated via instructor lead training, virtual training, e-mail, and/or verbally via team huddles.
Interacts with customers via telephone Must be able to wear telephone headset and manipulate objects such as keyboard and mouse for extended periods of time. QUALIFICATIONS High School Diploma or equivalent Proficient in Microsoft Windows & Mac OS Technical aptitude as it pertains to navigating multiple windows of information 1+ years of customer service experience in a performance managed environment that is technology focused with high volume troubleshooting via phone Strong typing and oral communication skills Regular and prompt attendance during training and scheduled shifts Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.
Winning ATTITUDE and DRIVE FOR SUCCESS, a must! BENEFITS & TIME OFF Excellent base wage Daily / Weekly / Monthly Contests and Prizes Scholarship Opportunities Performance Bonus Health Insurance Dental Insurance Vision Insurance Life Insurance Paid Time Off Paid Holidays Reduced or Flexible Hours Family Medical Leave PERKS & DISCOUNTS Employee Discounts Company Social Events On the Job & Continuation Training Professional Development/Advancement Opportunities Volunteer Assistance Program Referral Programs Tons of food and snacks Charity events Casual dress code Tiered promotional opportunities based on performance Individual and Team recognition WHY FOCUS Because we believe that where you work matters and will provide you with an enjoyable, challenging, and rewarding experience in every way.
Apply at /careers or stop by a local office to day!
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IT jobs refer to positions in the field of Information Technology, a sector dedicated to computing technology, telecommunications, and data management. These jobs typically involve the design, development, implementation, support, and management of computer-based information systems. Key characteristics of IT jobs include a focus on problem-solving, continual learning due to rapidly evolving technologies, and a blend of technical proficiency with soft skills like teamwork and communication. Roles can range from software developers and system analysts to network engineers and cyber security specialists, all contributing to the technological backbone of modern businesses.
