Note: The job is a remote job and is open to candidates in USA. All Points Broadband is a fast-growing fiber-to-the-home provider focused on expanding high-speed internet access to underserved communities. The Customer Support Specialist I provides technical and network problem resolution in an inbound call center, assisting customers and field technicians with connectivity, hardware, software, account, and billing issues.
Responsibilities
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Interact with the company’s field technician for remote technical support
- Gather customer information and determine the issue by evaluating and analyzing the symptoms
- Diagnose and resolve technical hardware and software issues involving internet connectivity
- Research required information using available resources; follow standard processes and procedures
- Accurately process and record call transactions using designated tracking software
- Organize ideas and communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers where necessary
Skills
- High school diploma or equivalent
- Proper phone etiquette; demonstrated proficiency in typing and grammar
- Knowledge of or ability to learn relevant software, computer applications, and equipment
- Knowledge of or ability to learn customer service principles and practices
- Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences
- Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
- Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions
- Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which an employee operates
- Must be able to sit for long periods of time; position requires use of headset/microphone
- Must be able to pass pre-employment drug screening and background check
Benefits
- Eligible for annual bonus
- Robust health and wellness benefits
- Retirement savings
Company Overview