Customer Service Coordinator

Overview

Located in Naperville, IL, Tekno Telecom is looking for a Customer Service Coordinator who is based in the Chicagoland area. The potential candidate will be responsible for leading the Customer Service Support Team to manage the Tekno Telecom Trouble Ticket System and to communicate internally (to our engineering, test and sales groups) any technical issues, as well as communicate externally (to our domestic and international carrier customers) on how to maximize their wireline, wireless and next generation networks through Tekno's Customer Services.

This high level position requires an individual who has excellent technical skills (SS7/SIP), communication skills, and the ability to staff (hire/ train/coach/mentor) and manage the support department’s activities.

The Customer Service Department plays a critical role in the “after-the-sale” care program to assure continued customer satisfaction by providing any required troubleshooting, maintenance, software/hardware and upgrade services.

Requirements

The Customer Service Coordinator should:

• Possess a genuine interest in helping customers and anticipate needs
• Possess strong listening skills
• Promote a professional company image through prompt, thoroughness and courteous customer service
• Possess in-depth knowledge of SS7 Network and Protocols
• Have a background in supporting hardware and software system solutions
• Be analytical (identify root causes and ensure win-win solutions)
• Effectively communicate product features, applications and technical specifications to Tekno’s Customers
• Possess organizational skills to multi-task efficiently
• Be able to thrive in a collaborative environment
• Have excellent verbal and written communication skills to document interactions
• Have experience in managing trouble ticket systems and ensure that procedures are followed by the team
• Be patient, calm and have the ability to handle difficult situations
• Possess leadership and motivational skills
• Have computer knowledge and administrative skills
• Be able to travel (although very little is anticipated)

Job Description

• Coordinate implementation of upgrades routinely
• Manage and coordinate the Customer Service Team’s trouble ticket system and activities
• Investigate problems and resolve customers’ complaints
• Conduct weekly meetings with the Customer Service Team and Operations/Engineering/Sales to coordinate departments for optimum service
• Prepare for new products and efficient phase-out of discontinued products
• Interact with customers to ensure good communication and satisfaction with the Customer Service Team

Benefits

Because Tekno offers world-class customer service which at times can be challenging, Tekno also offers our Customer Service Coordinator a competitive salary and a benefits package to match and they are as follows:

• Competitive Salary
• Stable Work Environment
• Paid Vacation
• 401K Plan with corporate matching and profit vesting
• Group Health Insurance Plans (are available)
• “Employee Oriented" Employer
• Training
• Work with Cutting Edge Technology
• Casual Dress Code

About Tekno

Tekno Telecom develops and manufactures turnkey SS7, VoIP, LTE and IMS Network Monitoring, and CDR Generation Systems (NetQuest). Tekno’s products provide solutions for Inter-Carrier Billing, Quality of Service, Fraud, Troubleshooting, Protocol Analysis, Billing, Revenue Assurance, Security, Surveillance, Maintenance, and Traffic/Capacity Analysis for the wireline, wireless and next generation telecom networks.

Contact Us

Please fax your resume and salary history to Deborah Stasiak at 630-579-9880 or E-mail.