Evolve IP, The Cloud Strategy Company, and one of Philadelphia’s hottest tech companies, is in need of a top-notch Client Care Technician. The ideal candidate will assist Evolve IP clients with a variety of different questions, concerns and problems in an efficient and timely manner by taking ownership of client needs and concerns post implementation ensuring client satisfaction and retention.

MAJOR RESPONSIBILITIES: 

  • To work as the front line in active Call Center to address the needs of our clients.
  • Develop the skills necessary to troubleshoot a wide range of products/scenarios using standard methods of procedure
  • Work with the team to correlate related tickets and issues
  • Learn all internal and proprietary software and portals
  • Address client concerns and coordinate the technical functional areas to facilitate resolution.
  • Provide client centered support on and off the phone to include email communication, inbound and outbound calls, and working our internal tickets
  • Communicate any updates or questions to the client in a professional manner

MAJOR CONTACTS:

  • Client Base
  • Client Support Technicians
  • Client Technical Advisors
  • Managers and Team Leads 

MINIMUM QUALIFICATIONS: 

  • College degree or equivalent experience.
  • Desire to work in a fast-paced environment within the technology sector
  • Strong interpersonal communication skills
  • Ability to prioritize work to ensure that all time frames are met
  • Customer Service Skills
  • Proficiency with Microsoft Office programs (Outlook, Excel, Word, Visio, etc.)
  • General understanding of telecommunications equipment, products, and vendors
  • General understanding of Evolve IP product sets

KEY PERFORMANCE INDICATORS:

  • Client satisfaction
  • First Contact Resolution
  • Same Day Resolution
  • SLAs are met
  • QA Reviews (weekly)

CAREER PATH:

Career pathing within this position may include but is not limited to all functional areas within Evolve IP.  These include: Engineering; Voice, Data, Product, Software Dev, Marketing, Sales, Service Activation Center, Service Delivery, Cloud Computing, as well as the Client Technology Advisor group.  This position is client facing and highly technical. The career direction would be a combination of KPI driven data and associate’s natural inclinations.  Internal pathing within the CSC is desired for a complete understanding of Evolve IP’s product set, culture, and corporate structure as the CSC is involved with all functional areas.

Join Us

From a team dedicated to building a rewarding work environment to unlimited education opportunities to being named one of the top places to work in the country. We’re excited to hear from you.