Job Description A large telecom client is looking for a client services representative to join their team. Responsibilities include: • Answer incoming service calls from customers to perform initial diagnosis and take actions to correct problems. • Enlist network management personnel, support, repair organizations, and 3rd party providers as necessary to facilitate trouble resolution. • Document and track troubles within the Enterprise Ticket Management System to facilitate trouble resolution. • All actions must be thoroughly documented within the ticket. • Provide information to the customer regarding the current status or resolution of the reported trouble in accordance with procedures. • Exercise independent judgment and manage the escalation process as required, in support of trouble repair activities. • Update knowledge base systems to provide accurate troubleshooting guidelines related to repair activities. Provide alternate solutions to resolve issues outside normal guidelines and procedures. • Participate on escalated customer issues and communicate technical information clearly and concisely in written and verbal forms. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements • 7+ years of customer service/client facing experience o Client services, client engagement, sales, call center etc. • Candidate must be able to obtain a Public Trust Clearance • Center is 24/7 so individual must be able to work all shifts • Preferred Verizon Experience