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Customer Support Specialist

2 months ago

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

Salary: $24.00 per hour

Are you tech-savvy and focused on solutions? Ready to be part of a mission-driven organization? Embrace a career with us and transform your enthusiasm into expertise.

Montana Internet is on the lookout for an enthusiastic Customer Support Specialist to enhance our workforce. This role merges technical assistance, sales, and billing responsibilities while ensuring outstanding customer service. Our Customer Support Specialists are essential in diagnosing 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.

This position is ideal for entry-level candidates who are dedicated to 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 customers needing help with sales, technical support, and billing inquiries through various communication channels.
  • Guide customers through troubleshooting processes and identify suitable solutions to meet their requirements.
  • Document and monitor all customer interactions through ticketing systems.
  • Collaborate with various departments, including sales, customer success, and field technicians.
  • Assist in the creation and documentation of best practices, knowledge base articles, and improved troubleshooting methods.
  • Maintain knowledge of the organization’s product offerings and stay updated with system information.
  • Recognize when to escalate more complex issues.
  • Respond to customer inquiries via phone and email, providing information about our connectivity and internet services, pricing, and promotions.
  • Utilize internal tools to verify service locations and understand available service options for potential customers.
  • Process payments and clarify billing statements.
  • Build strong relationships with customers to ensure their satisfaction and loyalty.
  • Perform data entry across multiple software applications.
  • Continuously aim to exceed sales goals and contribute to the company’s growth.
  • Complete additional tasks or special projects as assigned.

Qualifications:

  • Excellent communication skills in 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 abilities.
  • Experience with ticketing systems and data entry processes.
  • Ability to quickly adapt to new software and technologies.
  • Strong interpersonal skills and a positive demeanor.
  • Exceptional communication and active listening abilities.
  • Passion for sales and fostering relationships with customers.
  • Ability to work collaboratively in a team setting.
  • Previous experience in customer service, sales, or a related field is advantageous.
  • Familiarity with telecommunications services and products is a plus.

Why Work With Us?

Montana Internet is committed to delivering the best customer experience possible. Our dedicated team members prioritize customer needs in everything we create, communicate, and execute. We believe in a non-pressured sales environment and in cultivating meaningful relationships with our customers. This role does not involve high-pressure sales tactics or quotas; we value the quality of our customer interactions and strive to provide the best service possible.

We welcome candidates who are kind, intelligent, enjoy challenges, and are open to learning new skills.

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:

  • Paid time off that begins accruing from your 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 your 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 race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Montana Internet makes hiring decisions based solely on qualifications, merit, and business needs at the time.