Customer Service Desk Analyst

Overview

About Iconectiv Your business and your customers need to confidently access and exchange information simply, seamlessly and securely. Iconectiv's extensive experience in information services, digital identity and numbering intelligence helps you do just that. More than 5K customers rely on our data exchange platforms each day to keep networks, devices and applications connected and 2B consumers and businesses protected. Our cloud-based information as a service network and operations management and numbering solutions span trusted communications, digital identity management and fraud prevention.

For more information, visit  Follow us on X and Linked In.

Location
:
Hybrid-Bridgewater, NJ

• Monitor and respond to multiple channels of customer contact including chat, email, and phone.
• Support the following types of calls, questions, or tickets:
  Customer Service, Billing, Application Troubleshooting.
• Assist customers with porting related tasks and execute planned porting activities for service providers.
• Perform data entry and use critical thinking skills to troubleshoot incidents, collaborating with other departments to satisfy customer needs.
• Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedures.
• Develop a full understanding of internal processes and assist as needed.

• BS or BA degree is preferred.
• Minimum 3 years of customer service experience is desired.
• Excellent phone and verbal communication skills.
• Good working knowledge of Oracle SQL, Java and UNIX; skills preferred.
• Experience using chat to support customers (requires good spelling).
• Any application support experience would be a plus.
• Superior MS Office skills and the ability to author professional correspondence.
• Excellent work ethic, customer focus, initiative, critical thinking and strong follow-through.
• Any experience with Service Now or similar ticketing system would be a plus.
• US Citizenship required.

• Familiarity with Java Application Middleware; specifically Red Hat JBoss Enterprise Application Platform.
• Understanding of Relational Database Management System concepts; especially Oracle Database.
• Understanding of agile software development principles; knowledge of IBM Rational and Testing Workbench a plus.
• Familiarity with JSON, HTML, JavaScript, Web Services, XML, CSS, Perl, and Source Control/Configuration Management tools.
• Willingness to work in a 24/7 environment.
• Hybrid employees must live within 75 miles of the iconectiv office in Bridgewater, New Jersey; this is the in-person office location where the employee will report when working in-person.

Iconectiv expects to pay between $60k - $86k for this role. This role is eligible for variable pay (bonus). The final pay offered to a successful candidate will depend on factors including, but not limited to, type and years of experience, education, skills, abilities and geographic region.

On the first of the month following date of hire, employees working more than 30 hours per week are eligible for medical, dental, vision, disability (short and long term) and basic and supplemental life insurances. Employees are eligible to participate in the Company’s 401(k) plan with Company Matching and Automatic Contributions, and receive annual PTO in the form of Vacation Days, Floating Holidays, Personal Business Days, a Volunteer Day, plus paid holidays and paid sick leave.

DISCLAIMER:
The statements describe the general nature and level of work being performed and are not exhaustive of all responsibilities, duties and skills required. The company may require additional tasks as directed by management. We are proud to be an EOE Minorities/Females/Protected Veterans/Disabled employer. The company is a VEVRAA Federal Contractor. We request Priority Protected Veteran Referrals. We maintain a drug-free workplace and conduct pre-employment substance abuse testing.