Senior Specialist CSP

Lightpath is one of the largest competitive local exchange carriers in the tri-state area. We own and operate our infrastructure "from the ground up" by deploying over 20,000 route miles connecting 13,500 on-net/LIT buildings. With a strong portfolio of cutting edge solutions for Internet, WAN, Voice, SD-WAN, Security & Cloud services, we enable Enterprise customers of all sizes the ability to react to new challenges while developing best practices for the future. With Lightpath’s continued focus on network excellence and a “customer first” service commitment, we are building a workforce of the best talent that will meet the needs of our customers and reflect the diverse communities we serve.

Job Summary

The Senior Specialist Customer Support Professional (CSP) is responsible for interfacing customers for the purpose of developing, and/or enhancing the relationship between the company and the customer through effective support of the company’s network, products, and services.

The CSP’s will utilize various skills and techniques to build rapport and connect with the customer to elicit and more fully understand the customer’s request and to fashion a response that effectively addresses their needs with the goal of leaving them feeling wonderful about their experience.

Typical interactions will involve addressing customers’ issues, requests or inquiries related to Lightpath’s billing, products, and services, as well as provide support to identify and resolve issues that are communicated to the Lightpath Support Desk. The CSP will assess each interaction to take immediate action or determine the appropriate support level to warm transfer for issue resolution.

Duties and Responsibilities

• Actively listen to the customer; demonstrate empathy, capture their story, and confirm by feeding it back to them.

• Provide positive experience by using appropriate word choice, tone, and other soft skills, ask proper probing questions to identify root issues, take ownership of customer concerns, check for questions, and maintain control of the experience.

• Attempt to provide the customers’ desired solution on the first contact, but in all cases follow up effectively to ensure ultimate completion.

• Ensure that the story of the customer’s experience and interaction is captured and made available for other employees to reference in the future.

• Connect and collaborate effectively with other employees and teams to ensure high quality and timely expedition of customer requests.

• Effectively hand off misdirected customer requests to an appropriate party, ensuring that the customer’s story accompanies the handoff, so that the customer is never forced to tell their story more than once.

• Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking and offer solutions to issues that are often non-standard/non-routine and require some clarification.

• Maintain broad knowledge of client products and services.

Daily Activities

• Handle incoming calls and open, track and resolve trouble tickets utilizing Remedy, Netcracker, and carrier/client administration gateways such as Salesforce.
• Use Graphical Interface Systems, technical schematics, equipment configurations, and internal databases to analyze and resolve clients’ issues.
• Accurate creation of Remedy tickets.
• Capturing client’s issue (no inbound, circuit down, call forwarding not in place, etc.) and escalating tickets when appropriate.
• Submission of tickets to outside vendors.
• Support client and LPACC requests for feature and functionality changes to the Hosted Service, such reset password, reassign user, replace phones, voice mail set up, Commportal and call barring functionality, softphone support.
• Completion of BUR requests.

Screening all Remedy tickets to confirm:

• Client contact for all Out of Service or Service affecting issues.
• Follow up calls have been completed.
• Closing tickets when possible. 

Responsible for billing activities to include:

• Explanation of invoice and account charges.
• Create Billing Dispute Case and assign to appreciate team

Handling customer orders and/or provisioning of customers of the following:

• Toll Free Services
• Audio and Conferencing
• Directory Listings
• Caller ID Changes
• E911/LIDB updates

Customer Care Online, CommPortal, and Multi-tenant Portal:

• Customer enrollment and providing support for all functionalities. 
• Responsible for possessing a thorough understanding of all phases and aspects of customer historical information contained within RBM/CAM Billing, Netcracker, Remedy and Salesforce to resolve customer issues.
• Responsible understanding and complying with CPNI regulations (Customer Proprietary Network information). 
• Responsible for handling fraud notifications and interaction with customer to block and resolve.
• Handles coordination and delivery of customer data needed for subpoena requests from legal department. 
• Ability to understand rates and pricing structures based on customer contracts. 
• Ability to work flexible hours, including evenings, weekends, holidays, and overtime as required.
• Working knowledge of Remedy, RBM/CAM Billing, Netcrackers, 800/GUI Toll free portals, Business Direct system, Salesforce.com, ATT-Route-It, Hosted Voice web portal, PBX Commportal, Softphone, console assistant, Lightpath Customer Care portal ,E911 Updates, Lumen Support portal, Verizon /GUI, NEUSTAR- Caller ID system.

Operating Metrics

• Maintain Average Speed of Answer of 20 seconds for 90 percent of calls.

• Maintain an abandoned call rate of less than 2 percent.

• 95 percent of customer requests are processed within 1 business day.

• Resolves 95% of customer requests on first interaction.

• Achieves score of more than 90% on coaching and monitoring assessments.

• Ticket resolution rate of 80% for “request” type tickets.

Qualifications/Requirements

• Strong customer service and technical skills.

• Ability to work in a fast-paced environment.

• 3 + year experience in the customer service, technical support or help desk field.

• Excellent communication, writing and interpersonal skills.

• Strong organizational skills including the ability to handle multiple tasks.

Lightpath is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Lightpath collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

This position is identified as being performed in/or reporting to company operations in New York State. The pay range at the time of posting in the specified locations is $55,000 - $60,000/year. Pay ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. Some of our featured benefits include medical, dental, vision insurance, yearly bonus program and company matched 401k.