Mar 14, 2023
We are searching for a Customer Support Expert that wants to work with an innovative company that is committed to revolutionizing wireless and bridging the worlds of its clients. We are searching for someone to manage customer support interactions for our Telecom as the Customer Support Expert. The Customer Support Experts are accountable for handling complaints, offering suggestions, and disseminating details about the goods and services offered by our business.
Respond to customer queries and support tickets in a timely and accurate way, via phone and email.
Identify customer needs and help customers use specific features of their device.
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
Update our internal databases with information about technical issues and useful discussions with customers.
Monitor customer complaints and reach out to provide assistance and resolutions.
Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
Gather customer feedback and effectively communicate feedback between departments.
Reconcile customer base with the National Lifeline Accountability Database (NLAD).
Create easy-to-understand training documents and train customer support teams on the processes.
Collaborate with Customer Success team on outreach campaigns.
Other customer support-related tasks as assigned by manager.
Experience as a Customer Support Specialist or similar CS role.
Familiarity with the Affordable Connectivity Program (ACP) and Lifeline Program rules is a plus.
Experience using help desk software and remote support tools.
Understanding of how CRM systems work.
Excellent written and verbal communication and problem-solving skills.
Multi-tasking abilities.
Patience when handling tough cases.
Familiarity with ticketing systems is a plus.
Proficient in Microsoft Office programs including Excel, Word, Outlook, and PowerPoint.
Job Type: Full-time
Pay: $40,000 - $48,000
Health insurance
Vision insurance
Dental insurance
Flexible schedule
Paid time off
Schedule:
Ability to work remote
Monday through Friday