Momentum · 6 hours ago
Customer Service Rep 1 (Technical Support)
Cartersville, GA
Full-time
Hybrid
New Grad, Entry Level
$15/hr - $15/hrMomentum is a company that provides quality technical support to its White Label Enterprise resellers, customers, and end-users. The Customer Service Rep 1 is responsible for troubleshooting technical issues, providing superior customer service, and managing trouble tickets to ensure timely resolution of customer concerns.
AnalyticsCloud Data ServicesCollaborationIntellectual PropertyMobile AppsReal EstateService IndustryTelecommunicationsUnified Communications
Responsibilities
Providing superior customer service and technical support to data and voice subscribers
Field inbound Calls resolving technical VoIP and data connections issues
Meet all individual performance goals and standards
Must be able to work independently with minimal guidance and demonstrate a sense of urgency for customer impacting issues
Initiate, update, escalate, track and close trouble tickets. Monitor for ticket responses in accordance with established SLA’s
Troubleshoot and resolve MSO escalations as well as subscriber-level data/voice issues, including equipment and application issues
Submit service dispatch requests (truck rolls)
Perform outbound calls to customers/end-users as follow-up to open cases
Demonstrate friendly, caring, empathetic support to both internal and external business customers
Adhere to Momentum policies and procedures
Maintain acceptable performance according to published standards
Other duties as assigned by management
Qualification
Required
High school graduate
Ability to provide superior customer service and technical support
Ability to field inbound calls resolving technical VoIP and data connections issues
Ability to meet all individual performance goals and standards
Ability to work independently with minimal guidance
Ability to demonstrate a sense of urgency for customer impacting issues
Ability to initiate, update, escalate, track and close trouble tickets
Ability to monitor for ticket responses in accordance with established SLA's
Ability to troubleshoot and resolve MSO escalations as well as subscriber-level data/voice issues
Ability to submit service dispatch requests (truck rolls)
Ability to perform outbound calls to customers/end-users as follow-up to open cases
Ability to demonstrate friendly, caring, empathetic support to both internal and external business customers
Ability to adhere to Momentum policies and procedures
Ability to maintain acceptable performance according to published standards
Regular and predictable job attendance
Preferred
Some college and/or knowledge of computing, networking
A+, Network+ certification
VoIP experience
Exposure to Microsoft Office Suite and spreadsheets
Working knowledge of TCP/IP, VLAN, NAT, DNS, DHCP
Knowledge of the cable modem/internet industry
Knowledge of PC configuration and related applications
Knowledge of email, internet and VoIP setup, configuration and troubleshooting
Analytical mindset with strong attention to detail and accuracy
Demonstrated exceptional customer service skills
Excellent verbal and written communication skills
Company
Momentum
We unleash human momentum with collaboration, connectivity, and communications technology.
Founded in 2000
501-1000 employees
H1B Sponsorship
Momentum has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (2)
2023 (1)
2022 (1)
Funding
Current Stage
Late StageTotal Funding
$37.57MKey Investors
Court Square Capital Partners
2018-03-12Private Equity
2015-10-15Series Unknown· $0.05M
2013-12-20Series Unknown· $27.52M
Leadership Team
Todd Zittrouer
CEO
Scott Helms
SVP Advanced Services & CISO
Recent News
Channel Futures
2024-01-19
Company data provided by crunchbase