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NextGen Person

Customer Support - CMS/UA in Durham, NC at NextGen

Date Posted: 2/15/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Durham, NC
  • Job Type:
    Telecom
  • Experience:
    Not Specified
  • Date Posted:
    2/15/2018

Job Description


  • This position will provide phone support for client's Managed Customers.

  • Customer call receipt - first point of contact for Customers for problem recording

  • Customer verification, problem validation and documentation

  • Primary responsibilities will be to answer calls and document the call in a ticketing system.

  • Provide customers with status on a regular basis

  • Manage problem escalations

  • Interface with internal and external Vendors

  • Adhere to Service Level Agreements, processes and tools




Work Schedule



  • The support hours will be 24 x 7 x 365 so schedules are flexible and candidates must be willing to work any shift or any day of the week.

  • Schedules may include evenings, nights and weekend work.

  • Work will be performed in a team environment.




Required Qualifications



  • 1 to 2 years minimum previous customer care / call center experience with business customers

  • An understanding of basic computer operating systems such as Windows XP/7, Internet connectivity, MS Outlook email and Browser programs is required

  • Basic troubleshooting skills are required

  • Excellent communication skill (verbal & written English, technical and interpersonal)

  • Excellent problem solving skills

  • Professional at all times

  • Excellent time management skills

  • Ability to work well in a team environment

  • A desire to learn new skills and a quick learner is required

  • High school Diploma or equivalent