Job: Support Specialist

Effectively process and complete port in and out transactions received from all channels within regulated time.
Performs data entry of individual account payment processing for all channels to ensure the integrity of the billing system and the customer’s monthly bill.
Responsible for the protection and generation of revenue.
Responsible for handling escalated telephone and email inquiries from Pocket Communications customer base.
The Support Specialist will also handle ESN Swaps, Phone number changes, changes to account information and issues with account provisioning.
When need the Support Specialist will handle inbound telephone and email inquiries from the Pocket Communications customer base.
Goal is to take care of customer questions, complaints, escalations , trouble, porting and billing questions
Meet quantity and quality goals as assigned.
Demonstrate continued and consistent proficiency in skill sets utilized within a Call Center. Take call for all special products
May take other customer service calls
Handset support
Work with Operations to ensure that handsets are updated and handset support tools are up to date
Receive and process incoming calls and/or email as needed to ensure service levels are maintained.
Make financial decisions to protect/collect revenues and adjust customer accounts.
Obtain, enter and verify customer information.
Support and backup sales and retail/ dealer operations i.e. activating accounts, taking customer payments, programming handsets, etc.
Utilize computer-based and operations systems to initiate and complete service orders, process purchases /payments and update or enter customer information.
Process all port in and port out requests in an efficient and timely manner
Interact via phone or email with other cellular/landline carriers to discuss porting issues and resolutions
Support all channels with questions and information regarding porting and porting issues
Submit, troubleshoot, respond and complete Syniverse Trouble Tickets
Follow FCC regulations and Trading partner agreements for porting completions
Perform as required research of existing account for over/under payment verification
Create correspondence for customer that contains payment dates and/or payment release data for banking institutions
Contact banking institutions for release of funds, verification of funds received and/or cancellation of funds withdrawn for customers
Submit completed refund data forms to Sales Audit in support of Retail Sales refunds when received by customer care
Perform daily bank deposit
Contacting customers when Auto-Pay fails to collect
Perform account verification
Contact Customer for payment verification
Reprocess payments of credit card and check payments when Contact Center processing error occurs
Process business to business account payments

1 year call center customer service experience.
Professional telephone skills to include good listening skills and good oral communication skills.
Ability to use web based tools.
Demonstrate proficiency in typing and grammar.
Ability to define problems, collect data, establish facts and recommend solutions.
Working knowledge of basic computer operations.
High energy, self-motivated, detail-oriented with good organizational skills.
Ability to work under pressure.
Maintain a professional, courteous image.
Ability to work flexible schedules.