Customer Service Technician Job Description
Customer Service Technician Duties & Responsibilities
To write an effective customer service technician job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service technician job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Service Technician Qualifications
Qualifications for a job description may include education, certification, and experience.
Education for Customer Service Technician
Typically a job would require a certain level of education.
Employers hiring for the customer service technician job most commonly would prefer for their future employee to have a relevant degree such as Associate and High School Degree in Technical, Education, Electronics, Computers, Computer Science, Associates, Graduate, Business, Engineering, General Education
Skills for Customer Service Technician
Desired skills for customer service technician include:
Desired experience for customer service technician includes:
Customer Service Technician Examples
Customer Service Technician Job Description
- Convey a positive and professional appearance and demeanor when communicating the company’s products and services to our customers while maintaining company desired service standards
- Perform preventive maintenance on telecom equipment
- Perform MACs (Moves, Adds, and Changes) on the Mitel Pointspan systems, OEM equipment such as ACD reporting, voicemail, recorded announcement systems
- Supervises the activities of individual contributors performing similar tasks within a shift, group, or department within Global Technical Support
- Accountable for operational results in terms of expenses, budget, performance standards/metrics, customer satisfaction and employees
- Build and maintain accurate customer records
- Coordinate/manage “STAT” order process (check e-kit stock list and send back to customer)
- Assist team members/department as needed to meet workflow deadlines and/or complete miscellaneous projects
- Installs, repairs, tests and modifies line and station telephone equipment for customers using hand tools, power tools, and computer interfaces
- Install, repair, test, and modify line and station telephone equipment for customers using hand tools, power tools, and computer interfaces
- Applicable qualification in China, or a suitable technical qualification
- High school/Technical school degree with specialization in electromechanical, electric, or equivalent background
- Ability to read and interpret part prints, schematics, technical manuals
- Ability to transport at least 35 lbs with or without accommodation
- This position will require travel to and from customer sites on a daily basis other facilities with occasional long-distance travel
- A significant amount of standing, walking, and lifting, with or without accommodation’s is required for this position
Customer Service Technician Job Description
- Analyze and troubleshoot cable and fiber faults to include pressurized and filled cable
- Use FB Viewer to interpet cable routes
- Repair cables in manhole, buried or aerial
- Be first of scene of damages to determine party at fault and complete damage forms
- Ability to operate backhoe, bucket truck and manhole package safely to perform repairs
- Perform installation and repair of voice services when load warrants
- Perform installation and repair of HSI services when load warrants to include bonded HSI and VDSL
- Actively support the YouCan program
- Monitors supply reports and listings and takes appropriate actions as required
- Prepares and processes transactions through the appropriate supply IT system
- Must be able to meet all credentialing requirements of our clients, including, but not limited to immunizations
- Ability to climb ladders for installations
- Dexterity and Ability to use/manipulate a variety of tools
- Ability to work in confined spaces crawlspaces, attics, utility holes
- Must be able to bend, stoop, stretch, kneel and occasionally work in awkward positions
- Must have a working knowledge of telephony outside plant including but not limited to drops, cross-boxes, fiber systems, terminals
Customer Service Technician Job Description
- Inspects and identifies property
- Performs shelf life inspections of stock
- Works central receiving activity
- Ability to perform station cabling, telephone moves, adds, and changes (MACS)
- Ability to perform inside plant Main Distribution Frame cross connects
- Ability to read, interpret, and complete Customer Service Orders (CSOs)
- Ability to read and interpret building floor plans and schematics
- Troubleshoot lines from the MDF to the workstations, which may include troubleshooting OSP cabling for bad pairs
- Candidate needs to have a high school diploma or equivalent
- This position requires standing, squatting, bending, working beneath computer floors, above false ceilings, and climbing ladders
- 3-5 years experience with installation or maintenance of telecommunications voice & data network service & equipment or equivalent education (see "education" above)
- Basic PC / Windows skills
- Basic understanding of IP / Data Networks is a plus
- Bachelor’s degree or 3+ years of experience in a repair or technical support environment
- Technical background with proven software, electrical, and electro mechanical skills as well advanced troubleshooting & problem solving techniques
- Capable of troubleshooting problems down to the component level
Customer Service Technician Job Description
- Microsoft Word, Excel, Outlook (email) & Power Point required
- Work schedule may require nights and weekends
- Working knowledge of NORTEL/Avaya SL-100 SERVORD is a plus
- Have your own tools a plus (Buttset, Bix & 110 Punch Blade, wire wrap)
- Maryland Electricians License a plus but not necessary
- Additional post high school training or college is a plus
- Understanding how email & email protocols (IMAP, POP, SMTP, ) work is a plus
- Ability and desire to learn, adapt, and grow
- Reading and understanding blue prints and work instructions
- Assemble intricate unites composed of a number of components
- Excellent written/verbal communication skills & meticulous attention to detail
- Enjoys working in a fast paced multi-task environment
- Ability to interact in person and by phone/email with a global customer base
- Aptitude to understand a diverse portfolio of ocean technology products and parts
- Ability to speak Spanish is an asset
- Must be able to safely use hooks, ladders, and bucket trucks to climb poles
Customer Service Technician Job Description
- Assemble and disassemble equipment and parts
- Act as a liaison between customer and company
- Provide input and valuable information to customers
- Travel within North America and the Caribbean up to 50% of the time
- Create and manage Severity tickets for NOC
- Act as lead, manage call Q and email Q to ensure service levels are met
- Enter repair information in our database to include parts used, labor codes and troubleshooting information
- Answer incoming calls with professionalism and courtesy
- Resolve service questions related to maintenance, operation, service
- Versatile, flexible, and a willingness to work within constantly changing
- May work in confined spaces (utility holes, attics, crawl spaces)
- Product and/or customer service related experience is a must
- Job requires specialized advanced vocational skills (generally non-theoretical) acquired on or off the job, typically gained through a combination of educations and relevant experience, totalling 4 years post high school or equivalent
- High school graduation or equivalent, an associates degree in electronics, or 2 years work related experience or must have completed 12 college credit hours in computer science or electronics subject to company approval
- Accepts call outs and overtime as conditions of employment
- Satisfactorily complete if required company schools, AC-DC, Basic OSP, Service Tech Modules, 1,2,3,Basic Transmission and Noise Mitigations and Cable repair