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Client Support Specialist
2 months ago
Location: Remote
Job Type: Full-Time
Employment Type: Permanent
Spectrum Coms is in search of a dedicated and proactive Client Support Specialist to serve as the primary contact for all customer service inquiries. You will be responsible for managing customer issues and inquiries from the moment they are reported until they are fully resolved.
Key Responsibilities:
- Responding to calls on the Customer Service desk and accurately logging customer issues or inquiries in the CRM system.
- Ensuring that customer inquiries are addressed promptly, either internally or through external partners, while keeping customers informed about the status of their requests.
- Managing the Customer Service Task List in accordance with established service level agreements.
- Striving to provide first-contact resolution for customer issues or inquiries whenever feasible. This may involve:
- Ordering necessary equipment and executing service or network updates.
- Assisting with mobile-related inquiries, such as device locking or unlocking.
- Conducting initial diagnostics and logging faults across various product categories.
- Reporting issues to internal Technical Services or external vendors when necessary, including but not limited to:
- Further diagnostics required for any product type.
- Monitoring needs by Technical Services.
- Arranging for engineering support when required.
Working Hours:
Monday to Friday, from 9:00 AM to 5:30 PM, with participation in an on-call rotation for after-hours support as needed.
Qualifications, Skills, and Experience:
- Experience in problem-solving and providing support in an IT or Telecom service desk environment is advantageous but not mandatory.
- Familiarity with adhering to policies and procedures in a customer service setting.
- A solid understanding of IT systems, networking, and telecommunications.
- Strong verbal and written communication skills.
- Proficient in PC usage, particularly with Microsoft Word and Excel.
- Ability to maintain composure under pressure.
- Background checks may be required for certain client interactions.
Expectations:
- Continuously seeks to enhance processes, elevate standards, and minimize errors.
- Fosters a high-performance culture within the team.
- Builds trust with colleagues and customers, effectively managing relationships and providing assistance.
- Maintains exemplary attendance and punctuality records.
Spectrum Coms is committed to attracting top talent in the industry, and in return for your skills and experience, we offer:
- A positive and engaging work environment.
- Generous vacation policy.
- A supportive culture driven by employee input.
- Real opportunities for career advancement.
