Customer Support Representative (Telco/ISP)

August 28

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SupportNinja

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Showing the world a better way to outsource.

outsourcing • customer support • customer experience • back-office support • lead generation

1001 - 5000

💰 Private Equity Round on 2021-02

Description

• Study and follow existing documentation on best practices and how-to guides • Create new documentation when new issues or requests are reported • Build rapport with other team members and clients, as a go-to problem solver • Respond to support requests from clients via web-based ticketing and phone systems • Call and host video conferences with clients as needed for problem resolution • Conduct pre-scheduled onboarding trainings with clients, providing software how-to’s • Gather incident details and escalate to the engineering team according to existing standard operating procedures • Identify knowledge gaps with clients as it relates to the web-based dashboards for our network management and voice (phone) platforms and provide best practices • Work as an administrator in our network management and voice (phone) platform to update settings, configurations, and gather relevant data points for issue resolution • Provide timely updates to clients and end-users as their issues are escalated • Appropriately label and tag inbound tickets per existing procedures in the help desk • Track and record inbound and outbound calls in the help desk • Follow-up with clients to ensure customer satisfaction and complete issue resolution • Partner with clients during the onboarding process as their primary support resource to ensure a smooth onboarding experience for clients and end-user

Requirements

• Minimum of 2 years of experience in customer service • Should possess excellent English communication skills • Should have prior experience with Telecommunications or Internet Service Provider accounts • Basic knowledge of networking is necessary • Familiarity with FreshDesk and Slack, or similar applications, is an advantage • Highly organized, detail-oriented, creative self-starter • PC, Mac proficiency (including Office365, Google Suite, etc.) • Bachelor's Degree in Computer Science or related field a plus • Candidates needs to have B2B experience • Can start ASAP