This individual will be the main point of contact to intercept calls, tickets, and emails for outsourced customer service work with various business clients which the company supports for telecom needs of varying severity and importance. They will be responsible for taking calls, emails, and tickets and routing to the appropriate area of expertise to help resolve the issue. They will triage the call in order of priority and importance, and make sure that this ticket or issue is resolved within the agreed upon terms and window of time that is pre-determined from contracts with the client. If this issue is something the agent can resolve directly, they are to help independently on the issue. All work needs to be documented within the client's proprietary database. Clients are supported in a 24/7 environment, and tickets can be passed between the rotating shifts and must be well documented. Strong customer service and communication is required.

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