ShoreTel Advanced Customer Care Representatives in Austin, Texas

ShoreTel is looking for candidates who have a great positive attitude, who are highly motivated to learn and looking to grow within the organization. If you are an overachiever and want to contribute to a team that will truly appreciate your dedication and hard work, then consider a career at ShoreTel. You can dramatically shape everything from our daily operations to our global presence.

As ShoreTel grown in the Rochester, NY market we continue to recruit candidates for our current and future openings on our Advanced Customer Care team. Representatives on this team have the mission of ensuring ShoreTel customers are kept happy through strong technical support of services and products provided and providing an excellent customer experience. Customer satisfaction, measured through NPS (Net Promoter Score) performance, is the basis of ShoreTel growth making Customer Care Representatives the first, and most critical customer-facing role, post-sale. Success in this role is achieved through efficiency, tenacious follow-through, building professional relationships with our clients and benchmark customer focused teamwork.

ShoreTel offers excellent training and growth opportunities and provides a fun, rewarding, and supportive environment!

*Responsibilities: *

  • Escalate any unresolved customer cases to the customer care supervisor in a timely fashion
  • Promptly respond to assigned cases
  • Answer questions and provide advice on inbound calls and customer emails
  • Assist customers with general knowledge of their phone system and call flow
  • Provide assistance on the ShoreTel Contact Center product
  • Recommend new services that will help the customer get the most out of our service
  • Perform moves, adds and changes (MAC) requests
  • Train the customer in the use and management of new features and tools
  • Assess the level of urgency and react as such
  • Find solutions to problems and execute in a timely fashion
  • Manage and resolve outages, assist in enacting contingency plans and action plans and restoring normal operations
  • Maintain accountability for issue resolution
  • Follow up to ensure the correct departments are working to resolve an issue
  • Keep clients informed of the status of an outages and information requests
  • Respond to feedback and ensure cases are handled appropriately
  • Send recommendations for new features to the Service Development team
  • Send feedback regarding service quality to Support Manager
  • Provide alternating holiday support (based on team rotation)
  • Follow appropriate support escalations to the Account Advocate
  • Regularly update customer on status of open cases following the managed service guarantee guidelines & ensure cases are compliant and aligned with customer expectations
  • Provide customers with an excellent customer service experience

* Requirements: * **

  • One year experience in VOIP or telecommunications industry preferred
  • One year of customer service experience required
  • Computer networking (data/voice) knowledge preferred
  • Strong keyboard skills
  • Excellent verbal and written communication/soft skills
  • Must be able to multi-task while demonstrating attention to detail
  • Must be able to follow instructions and respond to management direction
  • Must have the desire to strive to continuously to build knowledge and skills
  • Must have the ability to provide excellent customer service and problem resolution
  • Must demonstrate accuracy, thoroughness and responsiveness to internal and external customers’ requests *Education: *

  • High School diploma required. College degree preferred

ShoreTel, Inc. (NASDAQ: SHOR) is a provider of business communication solutions whose brilliantly simple unified communications platforms, applications and mobile UC solutions promise a new rhythm of workforce engagement and collaboration. With costly complexity eliminated by design from its award-winning, all-in-one IP phone system, UC and contact center solution, and its industry-leading hosted phone system, workers enjoy a freedom and self-reliance that other providers can’t match. Users have full control to engage and collaborate, no matter the time, place or device, for the lowest cost and demand on IT resources in the industry. ShoreTel is headquartered in Sunnyvale, Calif., and has regional offices and partners worldwide.

Location: Austin, TX, United States

Date posted: October 18, 2016

Department: Global Services

Type: Full-Time