Net Solutions Specialist - Technical Support

Net Solutions Specialist - Technical Support  Network Solutions, a leading provider of E-commerce Solutions for small to medium sized businesses, is currently looking for the right Net Solutions Specialist in Drums, PA Job Title:  Net Solutions Specialist IDivision: Sales and Customer ServiceReports to: Customer Service SupervisorLocation:  Drums, PA  KEY PURPOSE OF THE JOB To deliver an excellent customer experience in order to retain, up-sell and resolve customer concerns through quality Net Solutions  JOB RESPONSIBILITIES  Handle inbound customer calls and make outbound follow up calls during scheduled hours, providing an excellent customer experience at all times   Achieve productivity related targets, quality targets, sales targets, including sales and revenue objectives, average handle time, log in time, available time, schedule adherence, SR closures and quality measures   Ability to use basic system administration tools and processes; such as email application, web browsers, HTML, DNS, Unix, FTP protocol, and POP3, database applications, scripting languages,  and other web hosting related products.  Keep updated on all developments and changes, taking ownership to obtain and learn all information provided via print and the intranet  Use all proprietary database, web and telephony tools effectively, reporting faults to helpdesk or supervisors as soon as they occur  Discuss call monitoring feedback with supervisor in order to improve performance  Use coaching, training sessions and one-to-one meetings positively, contributing to the discussion so that you can take ownership of your development within your current role  Remain fully aware of the availability of all Network Solutions products including Internet services including: Web hosting, Web site design, online marketing, e-mail and additional products  and services in the company so that every opportunity to meet our customer’s needs is taken  Actively support, at all times, company policy and best practices in the area of security, with special emphasis on the protection of sensitive customer information  Access, use or disclose, customer information only when you need to do so to perform your Network Solutions operation duties  Ensure the health, safety and welfare for yourself and your team in accordance with company policy  Provide leadership on a day-to-day basis, supporting the supervisor, so that team members have a role model and a colleague to provide guidance towards continuous improvement  Provide additional support to the supervisor including administrative tasks, special projects, coaching new hires, and report analysis as needed  Arrive to work on time, have no unauthorized absences, and ensure accurate recording of time-sheet information  PRIMARY INTERNAL AND EXTERNAL CONTACTS Network Solutions Customers and ProspectsSupervisorsTeam LeadersTeam MembersTrainingOther Call Center PersonnelRepresentatives from vendor sitesPartners COMPETENCIES Sales and Customer Focus—Experience (1-2 years) providing customer service and/or sales using results orientation and quality practices   Teamwork—Actively promotes learning among the team and works cooperatively with others to identify and overcome obstacles Continuous Improvement and Managing Change—Able to function effectively in rapidly changing, high-pressure environments and continually improve personal performance and demonstrate best practices Problem Solving and Decision Making—Identifies root causes to problems, recommends solutions, and takes action to resolve concerns  Attention to Detail—Processes customer requests accurately, thoroughly and in a timely manner Flexibility and Personal Development—demonstrates willingness to learn and improve skills through openness to constructive feedback, active participation in training and ready implementation of new processes and procedures.  Demonstrates willingness to learn through accepting new projects and assignments as needed. Effective Communication Skills—Able to communicate effectively over the telephone and in writing using courtesy and correct grammar  Self-Management—Responds appropriately in a work environment, escalating concerns through acceptable channels, and resolving outside concerns that interfere with productivity.  Arrives to work on time with no unscheduled absences ADDITIONAL KNOWLEDGE AND BACKGROUND  High School degree required.  Some college preferred. Basic to Intermediate demonstrated understanding and knowledge of Internet principles, terminology and functionality Typing skills of 20 wpm Experience and skills including Word, Excel and Windows Prior sales and customer service experience preferred A minimum of 1 year call center experience, customer service or relevant experience preferred Strong analytical, critical thinking, research and problem solving skills Network Solutions is a privately owned corporation that offers a competitive salary, comprehensive benefits package including: 401(k), education assistance, PTO, holidays, and the opportunity to join a dynamic organization.