Client Support Specialist

1 week ago

Helena, Montana, United States Montana Internet Full time
Job Overview

Salary: $24.00 per hour

Are you tech-savvy and focused on solutions? Become part of a mission-driven organization and transform your enthusiasm into expertise.

Montana Internet is on the lookout for a proactive Client Support Specialist to enhance our operations, merging technical assistance, sales, and billing responsibilities while providing outstanding customer service. Our Client Support Specialists are pivotal in troubleshooting and managing fixed wireless and fiber-optic internet connections, as well as resolving network-related challenges for both residential and commercial devices including computers, smartphones, and email services. They also play a vital role in cultivating meaningful relationships with both prospective and current clients, ensuring a remarkable experience and fostering loyalty.

This position is ideal for entry-level candidates who are passionate about assisting others and eager to develop both professionally and personally. Montana Internet provides exceptional hands-on training and mentorship to empower our team in delivering prompt and professional solutions to our clients.

Key Responsibilities:

  • Act as a representative for clients seeking help with sales, technical support, and billing inquiries through various communication channels.
  • Guide clients through problem-solving procedures and identify suitable solutions to meet their requirements.
  • Document and monitor all client interactions through ticketing systems.
  • Collaborate with various departments including sales, customer success, and field technicians.
  • Assist in developing and documenting best practices, knowledge base articles, and enhanced troubleshooting procedures.
  • Maintain a comprehensive understanding of the organization's product offerings and stay updated with system information.
  • Recognize when to escalate more complex inquiries.
  • Respond to client inquiries, providing information about our connectivity and internet services, pricing, and promotions.
  • Utilize internal tools to assess service locations and understand available service options for potential clients.
  • Process payments and clarify billing statements.
  • Build strong relationships with clients to ensure their satisfaction and loyalty.
  • Perform data entry across multiple software platforms.
  • Continuously strive to exceed sales goals and contribute to the growth of the organization.
  • Carry out additional duties or special projects as assigned.

Qualifications:

  • Excellent communication skills for addressing technical issues at the consumer level.
  • Understanding of customer service principles and practices; prior customer service experience is preferred.
  • Strong organizational and time management skills.
  • Experience with ticketing systems and data entry processes.
  • Ability to quickly adapt to new programs and technologies.
  • Strong interpersonal skills and a positive demeanor.
  • Exceptional communication and active listening abilities.
  • Passion for sales and relationship-building with clients.
  • Ability to work collaboratively in a team environment.
  • Experience in customer service, sales, or a related field is preferred.
  • Familiarity with telecommunications services and products is advantageous.

Why Choose Montana Internet?

Montana Internet is dedicated to delivering the highest quality customer experience. Our exceptional team members prioritize customer needs in every aspect of our operations. We believe in a no-pressure sales environment, focusing on building meaningful relationships with our clients. This is not a high-pressure sales role with quotas; we value the quality of our customer interactions and strive to provide the best possible experience.

Work Schedule:

We prefer candidates who are flexible with their schedules, as some shifts may include evenings, weekends, and holidays. This position requires in-office work. Shifts may vary.

Benefits:

  • Comprehensive medical insurance with 100% employer-paid premiums for employees and their families.
  • Health Savings Account (HSA).
  • Aflac supplemental benefits.
  • Company-paid term life insurance.
  • Accrued paid time off from the first day of employment.
  • Paid standard holidays plus an additional holiday of your choice.
  • Cell phone reimbursement up to $65 per month.
  • Company-paid home internet connection.
  • Streaming service reimbursement up to $30 per month.
  • Membership at a local health club.
  • Complimentary subscription to a food delivery service.
  • A fully stocked kitchen for employee enjoyment.

Montana Internet is an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on various protected characteristics. This policy applies to all employment practices within our organization.

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