Responsible for researching, resolving, and following up on technical issues for customers both on the U.S. Cellular® network and in roaming situations. Troubleshooting issues related to the switch, voicemail, mobile data, network functionality and other systems. Core handset functionality and performance, or other systems with the goal of one call resolution.

Responsibilities

· Answer inbound calls from other departments, customers and carriers in a timely and professional manner.

· Monitors the switch manager (real-time), reviewing activity and queue loads while tracking errors for proactive corrections.

· Providing outstanding customer service to USCC customers and associates. – Associate must help customers on the fundamental understanding of Internet connectivity, networking terminology, voice and data services.

· Performs troubleshooting and problem-solving in CARES, switches, SMSC, AAA data server, and other appropriate programs.

· Follow up and escalate calls and problems using appropriate guidelines, including using the online trouble ticket system and contacting other departments or carriers for additional troubleshooting.

· Working with other domestic and international carriers to assist our customers who are roaming, as well as foreign customers roaming on the USCC network.

· Performs switch updates as needed, including activations, resumes, suspends, and changes.

· Partners with Sales, Administration, Engineering, and DTS regarding network and equipment developments and issues.

· Assist law enforcement with after-hours emergency 911 information requests.

· Participates as a member of assigned teams, assists in other tasks or projects as assigned.

Qualifications

· High school diploma or state equivalency certification required

· One to three years customer service experience preferred.

· Experience with Windows-based PCs, including general office software knowledge required.

· Demonstrated proficiency in resolving technical issues in a high-volume call center preferred.

· Automated systems environment experience preferred.

· Excellent oral and written communication skills required.

· Must be available to work flexible hours.