Technical Service Representative Internship
Pittsburgh, Pennsylvania
•Respond to/resolve customer inquiries/issues forwarded through the ticket system, email or phone•Document status of all customer issues in ticket system•Contact underlying carriers or Sales Department as appropriate to resolve customer technical issues•Perform TN testing on TNs reported by customers; LNP TN overflow testing•Assist in resolving mid-level technical issues•Make outbound calls as necessary to obtain clarification from customers on outstanding issues and provide updated status of current tickets•Answer inbound calls and create trouble tickets based on customer reports•Communicate with vendors to open and update trouble tickets•Participate in and contribute to daily support meetings•Offer support for our internal BackOffice portal used by customers•Troubleshoot and document reported defects and submit to Development Department as necessary•Test, confirm, and report (as necessary) API issues reported by customers•Troubleshoot, test, confirm, and resolve (where possible) for all products/services offered•Perform additional duties as assigned by Operations Manager or Technical Service Supervisor