Customer Support Representative - Full Time

NexGen Connected Communities is a fast-growing telecom company delivering integrated Entertainment, Internet, and Voice products. NexGen offers a small company feel with competitive compensation and benefits to its full-time employees. NexGen is seeking a full-time Customer Service Associate to work from our office in Des Moines. This successful candidate will be an outgoing, motivated, and stimulating communicator who truly enjoys dealing with and being around people. This person will be responsible for providing superior and effective customer service and Tier 1 support for all NexGen customers by utilizing excellent, in-depth knowledge of company products and programs.

Job Duties:

- Responsible for handling incoming calls and outgoing calls from potential and current customers

- Fulfillment of incoming customer orders and provide product requests. Manage the customer all the way through sales cycle.

- Process customer orders/changes according to established department policies and procedures.

- Work closely with the customers to guarantee excellent customer service.

- Provide timely feedback to the company regarding service customer questions.

-Provide basic “Tier 1” troubleshooting to assist with customer installation, service, and upgrade requests.

-Document and track the details of the technical issues, analyzing ticket status and resolutions in the help desk ticketing system.

-Follow through with customer on all trouble tickets to ensure proper resolution.

-Other duties as assigned by management

Necessary Qualifications:

-Excellent verbal and written communication skills

-Demonstrated knowledge of various OS platforms, hardware and software support for desktops, laptops, printers, wireless devices, etc.

-Familiarity with common business software applications including Microsoft Office and Outlook

-Basic network connectivity and hardware trouble shooting skills

-Superior Customer Service experience and patience with computer users

-Ability to work well in a fast-paced environment

-Availability to participate in on-call rotation

-Displays outstanding customer service skills to deal effectively with customers

-Possess strong organizational skills and attention to detail

Job Type: Full-time

Pay: $16.00 - $19.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Urbandale, IA 50322: Reliably commute or planning to relocate before starting work (Required)

Shift availability:

• Day Shift (Required)

Work Location: In person

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