CommScope jobs - Customer Account Rep I

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion.
Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from
busy airports to state-of-the-art data centers—we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity
Maintains direct contact with customers via telephone, chat or Support portal. Create or Triage cases and route it to the appropriate team. Resolving all Account, User, License , entitlements, product registration, web-based support access by adhering to Ruckus Policy and Procedures. Generate clear and concise documentation in the form of case notes. Educate customers regarding self-help / Articles availability on Support portal. Liaise between IT and Customer on complicated Licensing issues. Work with or redirect the customer to various appropriate departments to meet customer requirements.
Duties & Responsibilities
Answer incoming calls, Chats and cases via Support portal

• Create / Triage cases and route it to the appropriate team
• Resolving all Account, Contact & License related quires
• Review and resolve customer issues related to account administration, contract entitlements, product registration, web-based support access, etc. by adhering to Ruckus Policy and Procedures
• Liaise between IT and Customer on complicated Licensing issues
• Liaise between Logistics and Customer on RMA cases
• Generate clear and concise documentation in the form of case notes.
• Discuss with Leads on cases that require assistance from other cross functional teams or other complicated issues.
• Educate customers regarding self-help / Articles availability on Support portal.
• To ensure adherence of all case management rules which will help in the right and a quicker resolution and hence maintain a manageable backlog
  

Skills Required
Willingness to work in a fast paced and challenging work environment.

• Ability to multi-task, prioritize, and manage time effectively.
• Able to prioritize workload efficiently ensuring that all customer queries are resolved to closure and the customer’s satisfaction.
• Willing to go the ‘extra mile’ and to view customer excellence as a personal objective.
• Excellent oral and written communication skills.
• Ability to find a solution for or to deal proactively with work-related issues.
• Willingness to work a flexible schedule and occasional overtime when needed.
• Possess a strong work ethic and a team player.
  
• Commscope is an Equal Opportunity Employer.