Help Desk Manager jobs in Dothan, AL

***This position will require day and night availability for scheduling***

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
• Offer alternative solutions where appropriate with the objective of retaining customer’s business.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Answer customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas.
• Direct unresolved issues to the next level of support personnel.
• Record events and problems and their resolution in ticketing system.
• Follow-up and update customer status and information.
• Identify and suggest possible improvements on procedures.
• Monitor equipment through various software to assist in finding and resolving issues.
• Work with field technicians to service customers at service calls and installations.
• Make recommendations according to customer’s needs on features, accessories, upgrades, and rate plans.
• Maintain a professional working attitude with co-workers and customers at all times.

• Proven experience in Telecommunications and Computers required (Windows, basic networking, etc.)
• Excellent verbal and written communication skills required.
• Must be detail oriented with good organizational and time management skills.
• Ability to multitask and prioritize work in a fast-paced environment required.
• Excellent troubleshooting and problem-solving skills required.
• High School Diploma or recognized equivalent required.
• Ability to work a flexible schedule required.
• Willingness to work shifts as assigned, including daily overtime, on call, and weekends when necessary.

• Basic understanding of TCP/IP and the OSI model strongly preferred.
• Relevant professional certifications preferred e.g. Windows, CompTIA, Cisco, etc.