General Summary:
The team member(s) assigned to National Data Repair Acceptable Use Policy DeskAdministrator handles all incoming emails to abuse@mpowercom.net and actions them.
This includes complaints sent for spam, virus propagation, port scanning, open proxies and relays, newsgroup abuse and copyright violations. The complaints are analyzed, sorted by customer, and actioned according to the Acceptable Use Policy. Actions include phone contact and/or emails to the customer, applying filters, tracking actions and creating activity reports.
Essential Job Functions:
- Handles all incoming emails to abuse@mpowercom.net and other mailboxes, handles incoming calls on complaints and related activity to IP-abuse.
- Uses CMS, Mprov and internal tracking system to retrieve customer information, review the status of complaints previously sent, action complaints and document actions.
- Uses Copperview to place filters on data connections, uses Telnet to look for possible virus activity at the CPE.
- Creates statistical and management reports.
- Performs other related duties as assigned.
- Responsible for maintaining good customer relations. Generally deals with representative and customers concerning matters that require tact and resourcefulness. Contacts with other departments including NOC, Legal and ISP Services.
Knowledge, Skills, and Abilities:
- Demonstrated ability to handle difficult customer situations.
- Knowledge of web hosting, computer networking and repair.
Education/Experience Requirements:
- College degree or equivalent work experience.
- 2-3 years Customer Service experience.
- 2-3 years server administration familiarity desired.
