Customer Success Technical Support Associate I Specialist

4 days ago

Seattle, Washington, United States WaveDivision Holdings LLC Full time

Job Title: Customer Success Technical Support Associate I

About the Role: We are seeking a highly motivated and experienced Wireless Customer Service Representative to join our team at WaveDivision Holdings LLC. As a key member of our customer-facing team, you will play a vital role in delivering exceptional customer service, resolving technical issues, and promoting our products to best meet customer needs.

About You:

To succeed in this role, you will need a minimum of 1 year experience in a customer service related environment, preferably in a call center setting. A background in telecommunication is a plus. Strong interpersonal skills, ability to learn and retain new information quickly, and excellent communication skills by telephone, written correspondence, and in person are essential. If you have a proven track record of delivering top-notch customer service, diagnosing and solving problems, and adapting to change, we would love to hear from you

What We Offer:

  • A competitive salary of $60,000 per annum, based on experience
  • A comprehensive benefits package, including medical, dental, vision, life insurance, and paid time off/vacation
  • The opportunity to work with a dynamic team and develop your skills in a fast-paced environment

Responsibilities:

  1. Collaborate with the Wireless Customer Success team to provide outstanding customer service and support
  2. Resolve customer issues and recommend Astound products to best serve customer needs
  3. Effectively communicate and explain benefits of target products to customers
  4. Take ownership of customer issues reported and see problems through to resolution
  5. Answer inbound phone calls, respond to customer communication streams regarding products, sales, and billing inquiries
  6. Research, diagnose, document, troubleshoot, and identify solutions to resolve customer issues
  7. Resolve problems on the first contact, with a minimum of transfers, by consistently improving personal technical knowledge and understanding
  8. Follow team-defined procedures for proper escalation of unresolved issues to the appropriate internal resources
  9. Maintain a high degree of knowledge about Astound products and services in specific regions, working with customers to ensure the most applicable product is recommended to best serve their needs
  10. Provide support during the enrollment process, process service changes, and disconnects and provide trouble call assistance according to departmental policies and procedures
  11. Conduct audits exercises as needed

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