Product Support Tech - Security Solutions

Company: NeuStar
Location: Louisville
Posted on: February 16, 2020

Job Description:

Neustar is an information services and technology company and a leader in identity resolution providing the data and technology that enables trusted connections between companies and people at the moments that matter most. More information is available at https://www.home.neustar.

Job Requisition:R-3000 Product Support Tech - Security Solutions (Open)Primary Location:LOUISVILLEJob Description:

Overview/Job Summary

Provides first solutions support to multiple products within the project or support group and is instrumental in providing and suggesting process changes and improvements.

Responsibilities/Key Tasks

-- Ensures customer satisfaction and loyalty by consulting with, assisting and resolving requests, inquiries and complaints, both verbally and in writing

-- Handles inbound call/case inquiries effectively and efficiently

-- Possesses the product knowledge to resolve problems on fist client contact

-- Having the ability to analyze and solve customer facing issues based on the facts presented by the customer and knowledge of the product line

-- Possesses the ability and aptitude to learn by consistently improving personal technical knowledge and understanding

-- Strong client focus and genuine desire to assist during problem investigation

-- Possessing a methodical and disciplined approach to problem solving

-- Exhibits strong interpersonal techniques, is positive, pleasant, respectful and customer focused

-- Creates a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value to the call

-- Builds rapport with the customer and assists in retention of the customer.

-- Serves as a consultant to the customer

-- Actively listens, communicates clearly, concisely and assures customer understanding.

-- Resolves questions/concerns efficiently and effectively through active listening and personalizing techniques and by focusing on adding value

-- Provide timely escalation of issues within organization as necessary

-- Manages multiple priorities to meet service level agreements and project deliverables

-- Follows specific methods and industry procedures outlined in documentation developed by management. Specialist must not deviate from defined processes and procedures unless approved by management

-- Routes cases to appropriate internal workgroups as needed

-- Adheres to internal / external Service Levels Agreement (SLR) compliance and Key Performance Indicators (KPI)

-- Other duties as assigned by management

Qualifications/Education Requirement

-- College Degree or equivalent experience with a specific focus on Networking, DNS and Customer Support

-- Minimum 2 years professional technical experience; or an equivalent combination of education and professional level technical experience required

-- Previous experience with ticketing and helpdesk software including escalation assignments

-- Adaptability/Flexibility

-- Strong analytical and problem solving skills

-- Customer Service Focused

-- Self-Motivated/Curious

-- Reliability/Accountability

-- Integrity

-- Time Management skills

-- Ability to maintain high level of attention to detail

-- Some experience with Selenium, JSON, JAVA, Python languages is a plus

Neustar does not accept unsolicited resumes from external firms or agencies. Neustar will not be responsible for placement fees associated with unsolicited resumes.

DIVERSITY

Diversity, inclusion and teamwork are second nature to Neustar; and these values permeate our entire business structure. Neustar is committed to creating an environment where a wide spectrum of opinions and beliefs are actively sought, listened to and respected. Further, our talented workforce draws from the many geographic areas and markets in which Neustar operates worldwide, which represents a distinct competitive advantage. The rich and varied personal and professional backgrounds of our employees make Neustar a dynamic and rewarding company at which to build a career. We invite you to join us.

EOE of Minorities/Females/Vets/Disability

Neustar, Inc. considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, or status as a Vietnam-era or special disabled veteran in accordance with federal law and other state and local requirements. Neustar, Inc., complies with applicable state and local laws prohibiting discrimination in employment and provides reasonable accommodation to qualified individuals with disabilities in accordance with the American with Disabilities Act (ADA) and applicable state and local laws.

Keywords: NeuStar, Louisville , Product Support Tech - Security Solutions, Other , Louisville, Kentucky