Troubleshoot technical problems related to wireless home internet services. This includes working with third-party devices and software.
Assist in provisioning CPE (customer premise equipment) and activating or upgrading accounts for home wireless internet service.
Answer questions relative to internet service, billing, equipment and coverage area.
Maintain appropriate call logs and provide activity reports when requested.
Provide consistent and accurate information to customers.
Continually learn and enhance knowledge of rate plans, equipment, products, service offerings and features.
Document all customer interactions in trouble ticketing system.
Use each interaction with customers as a proactive opportunity to gain customer’s long-term loyalty and financial commitment to the Company as well as advising customers of new offerings and opportunities.
Make outbound calls to support company objectives and goals.
Investigate, troubleshoot and identify reasons for dissatisfaction in customers with the intent of providing custom solutions, empathy and resolving concerns in order to retain service or win-back a customer.
Recommend products and services based on the needs and interest of the customer.
Timely follow up with internal and external customers and management.
Capture and report reasons for service terminations, customer trends, customer feedback, competitive offerings and valuable information that can be learned from customers.
Monitor processes. Ensure they are efficient and effective to complete work in a timely manner while being accurate.
Perform additional responsibilities as requested and required.
Education, Certification, and/or Training Requirements:
High School Diploma or GED equivalent, or further (higher) education
1-2 years related experience; or equivalent combination of education and experience
Other Required Skills, Abilities and Working Conditions
Experience with Microsoft Office and other business software applications
Strong communication and organizational skills
Ability to be detail orientated and analytical
401(K) Savings Plan
Health Benefits (medical, dental, vision)
Life, Accident, Short & Long-Term Disability Insurance