Cennox is hiring a
Partner Network Agent

Summary

Join our team as a Partner Network Agent, a role that requires resourcefulness, consistent goal achievement, and excellent technical troubleshooting skills to resolve customer issues quickly while maintaining high professionalism, patience, and efficiency. The ideal candidate will have at least 1 year of Customer Service Representative experience in a similar industry and 1+ years of technical support experience.

Requirements

• Strong organizational skills
• Excellent written and verbal communication skills
• Ability to communicate effectively with internal and external customers
• Proven ability to multi-task and manage timelines and deadlines
• Pay close attention to detail, accuracy, and completeness
• Demonstrate strong problem-solving skills, and customer service skills
• Proficient computer skills including using Microsoft Office Suite, particularly Excel, Outlook, Word, and Power Point
• Ability to learn specialized software programs and navigate company databases
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations
• Ability to use sound judgement to make good decisions based on information gathered and analyzed

Responsibilities

• Daily logging, follow-up, and closing service requests in ticketing system
• Responsible for manning and responding to inbound email and inbound phone calls
• Participate in training programs that reach at least 30 hours per quarter
• Work quality review via QC Scorecards, as well as phone and ticket review, weekly
• Conduct monthly one-on-one reviews of individual performance, production scorecards, and quality scorecards
• Participate in projects outside the Partner Network (e.g. CI teams), as assigned
• Perform additional duties as assigned

Preferred Qualifications

1+ years of technical support experience, preferred