Customer Support Specialist

2 weeks ago


Gates, United States Ring Full time

About the Role
At Ring and Blink, our Customer Support Specialists are dedicated to providing timely, accurate, and professional assistance to all customers.

The team seeks motivated individuals who thrive on resolving customer challenges and enhancing the overall customer experience.

Customer Support Specialists are adept problem solvers with a strong emphasis on account security. The ideal candidate will possess excellent listening skills, a quick learning ability, and the capacity to navigate uncertainty. Professional communication, maturity, and self-confidence are essential traits.

Key Responsibilities
- Deliver prompt, efficient, and detailed service by engaging directly with customers.
- Act as a voice and advocate for customers when issues arise.
- Collaborate with customers to understand their use of products, resolving issues and maximizing their investments.
- Report and act on observed areas for improvement, advocating for customer needs.
- Proactively seek solutions to customer requirements, communicate trends to leadership, and propose innovative enhancements to the customer experience.
- Assist with customer communication and troubleshooting during product launches.
- Ensure a consistent and high-quality level of support across the customer service spectrum.
- Develop in-depth knowledge about specific product lines and features.
- Handle various contact types, including chat, email, and voice calls.

A Day in the Life
As a Customer Support Specialist, you will assist customers with their device needs daily. Your role will involve supporting customers with device setup and technical troubleshooting to ensure optimal device performance.

Your troubleshooting skills will be challenged as you diagnose and resolve complex issues while delivering an exceptional customer experience. Your primary responsibility will be managing voice interactions and guiding customers to the best possible solutions. Additionally, you will collaborate with other teams to identify, document, and escalate emerging issues.

About the Team
The Customer Support team is part of the Community Support organization, dedicated to assisting customers with their device needs. With a focus on issue resolution, the team supports customers with device setup and technical troubleshooting while collaborating with the broader organization to raise awareness of trending device issues.

Basic Qualifications
- 2+ years of customer service experience.
- Flexibility to work various schedules, including weekends and holidays.
- Proficiency with Microsoft Office products and applications.
- 2+ years of experience in technical support with a focus on customer success.
- 2+ years of experience supporting consumer WiFi/Mesh networking platforms.
- 2+ years working with firewall configurations and commonly enabled features associated with service provider modems/routers.
- 1+ years providing technical support for mobile devices and platforms.
- Ability to work remotely.
- Excellent verbal and written communication skills.

Preferred Qualifications
- A strong desire to delve into the details of systems or processes to resolve customer issues.
- Ability to document technical customer issues in a manner that is understandable to others.
- Technical curiosity and enthusiasm for learning new technologies to assist customers.
- Proven success in a fast-paced support environment.
- Experience using CRM tools.



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