Momentum · 13 hours ago
Technical Support Rep 1 - ECS
Knoxville, TN
Full-time
Onsite
Entry Level
2+ years expMomentum is a leading global provider of managed cloud communications services, seeking a Technical Support Rep 1 to provide advanced technical support to retail customers and resolve escalated issues for resellers. The role involves answering calls, troubleshooting customer issues, and ensuring exceptional customer service.
AnalyticsCloud Data ServicesCollaborationIntellectual PropertyMobile AppsReal EstateService IndustryTelecommunicationsUnified Communications
Responsibilities
Answer all calls delivered within 3 rings or less
Utilize all required resources and work flows to accurately resolve or escalate customer issues
Adhere to Momentum Telecom Company and department policies and procedures
Maintain acceptable performance according to published standards
Demonstrate ability to work effectively with other team members
Demonstrate exceptional customer service behaviors such as: being friendly and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information
Other duties may be assigned
Providing superior customer service and advanced technical support for Retail customers including troubleshooting, problem resolution and billing inquiries
Serves as a point of resolution for escalated Reseller issues
Manages open customer cases to ensure resolution or appropriate escalation to other work groups
Identifying and recommending process improvement ideas to Management
Contributing to the accomplishment of individual, team and center customer performance goals
Project management and other duties as assigned
Flexibility in occasionally adjusting schedule as needed for department staffing coverage
Qualification
Required
High school graduate, some college or technical troubleshooting experience preferred
Two years of proven successful customer service experience, inbound call center customer experience preferred
Advanced knowledge of Momentum UC Direct and reseller products and services
Knowledge of IT configuration and related troubleshooting procedures
Demonstrated complex problem-solving abilities
Demonstrated exceptional customer service skills
Demonstrated exceptional written and verbal communication skills
Some shift work required for evenings and weekends, some overtime is required
Required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear
Occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl
Occasionally lift and/or move up to 25 pounds
Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus
Must be able to speak clearly
Continued employment in this role requires successful completion of our Support Training Program
Company
Momentum
We unleash human momentum with collaboration, connectivity, and communications technology.
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