Customer Support Specialist
4 weeks ago
Position Overview:
This role is essential for our customer engagement strategy, operating in a hybrid capacity that combines both in-office and remote work.
As a pivotal member of our customer service team, you will manage both telephone and virtual interactions, spending 3-4 days in the office and 1-2 days working from home.
Your responsibilities will include utilizing various communication tools and systems (telephone, email, online chat, etc.) to address customer inquiries and provide effective solutions. Success in this role hinges on your comprehensive understanding of our products and services, enabling you to deliver timely and accurate resolutions.
In our dynamic customer service environment, you will be expected to leverage technology and tools to enhance first-call resolution rates.
Your experience will encompass a wide array of customer service interactions, including:
- Advanced technical support
- Account management and retention
- Sales coordination
- Billing inquiries and adjustments
You may also collaborate with third-party vendors to resolve service issues and assist in identifying root causes for customer concerns.
Key Responsibilities:
- Assist customers with various service requests, including account changes and technical support.
- Troubleshoot and resolve issues impacting customer experience, including voice and data connectivity problems.
- Engage with technical support teams to address complex issues.
- Maintain up-to-date knowledge of billing processes, rate plans, and service features.
Hybrid Work Requirements:
- Reliable high-speed internet service and a dedicated workspace are essential.
- Adhere to established work-from-home standards, including participation in workspace audits.
- Be available and accountable during scheduled shifts, following all security and compliance protocols.
Preferred Qualifications:
- Minimum of one year of experience in customer service.
- Experience in a call center environment is advantageous.
- Strong typing and communication skills are preferred.
Benefits:
We offer comprehensive training, competitive compensation, and a robust benefits package, including medical/dental coverage, a 401(k) plan, tuition reimbursement, and paid time off. Additionally, employees receive discounts on eligible services and products.
If you are passionate about customer service and thrive in a fast-paced environment, we encourage you to consider this opportunity.
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