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- Current Job Openings
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SOC Analyst (part-time)
Location: Honolulu, HI
Hours Worked: 16 hours/week @ 8 hours/day
General Summary:
Provides telephone support/assistance to resolve routine customer questions/problems with company products and services. Up-sells to existing customers. Has a good understanding of company` products/services. Follows standard practices and procedures. Provides Telephone Support and assistance to resolve technical issues and general front end billing for Hawaii Online dial-up customers. Position reports directly to the Call Center Manager.
Principal Duties and Responsibilities:
1. Physically reports for work in Call Center according to published shift schedule.
2. Provides new Internet accounts and computer configurations for customers.
3. Resolves customer technical issues involving connection to the Internet, e-mail, web browsing, FTP, and some OS issues.
4. Returns phone calls and e-mails for technical support issues.
5. Front end Billing, including, but not limited to: informing customers of their balance, received payments, password changes, address changes, credit card changes, and cancellations.
6. Follows up with new and current customers, on technical issues, via outgoing calls.
7. Records all calls in detail in the database.
8. Coordinates resolution of routine customer problems/issues, including installation/repair inquiries and setup.
9. Sells additional services to existing customers.
10. Provides company product/service information to callers. Handles accounting and billing inquires.
11. Provides business and residential sales and billing support.
12. Performs miscellaneous job-related duties as assigned.
Supervisory Responsibility: None
Schedule: Regular Attendance and punctuality are requirements for this position. Must be flexible to work various shifts or as business needs require.
Scheduled shifts range from: Monday- Friday, 8:00 am to 8:00 pm and Sat. 8:00 am -7:00 pm.
Minimum Qualifications:
1. High School Diploma or equivalent.
2. Familiarity with the Internet and browser applications.
3. Familiarity with webmail clients and email clients, i.e. MS Outlook.
4. Familiarity with configuring PC Operating Systems.
5. An ability to learn and retain complex sets of information.
6. Good verbal and written communication skills.
7. Familiarity with using applications in MS Windows environment.
8. Proficiency in typing (approx. 50 wpm).
9. Flexible to work various shifts or as business needs require.
10. Ability to work effectively in a team environment.
Preferred Qualifications:
1. Associates or Bachelors in any discipline.
2. Experience with Macintosh and UNIX and two or more e-mail clients.
3. Experience in the telecommunication industry.
4. 2 years of call intensive customer service experience.
5. Knowledge and experience in Technical Support.
Pre-employment Drug Testing Required!
Posted: 07/01/2010
We are an Equal Employment Opportunity Employer
If you would like to apply for a position, please email your resume to us at resumes@pacificlight.net or fax: (808)791-3045. Please also complete the Affirmative Action questionnaire. You are Not required by law to provide the information requested. Data collected will be kept confidential, as per Federal regulations. Refusal to provide data will Not impact consideration for employment.
Resume and questionnaire may also be mailed to:
Human Resources
Pacific LightNet
1132 Bishop Street, Suite 800
Honolulu, HI 96813
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