Job Summary: We are looking for a highly motivated and customer-focused individual to join our dynamic team as a Remote Customer Experience Support. The ideal candidate will be responsible for providing exceptional support to our customers via multiple channels, ensuring satisfaction and resolving technical issues related to internet services and products. You will play a key role in enhancing customer experience and maintaining long-term relationships with clients.
Key Responsibilities:
- Act as the primary point of contact for customers seeking assistance via phone, email, or chat.
- Provide technical support and troubleshooting for internet-related issues, including connectivity, speed, and account management.
- Resolve customer complaints efficiently and professionally, ensuring satisfaction and retention.
- Handle customer inquiries and issues regarding billing, service updates, and product inquiries.
- Work closely with the technical team to escalate and resolve more complex issues.
- Maintain and update customer records in CRM systems.
- Educate customers about product features and troubleshoot issues related to internet service.
- Collaborate with other departments to ensure a seamless customer experience.
- Follow up with customers to ensure their issues are resolved and maintain high levels of customer satisfaction.
- Assist in developing FAQs, knowledge base articles, and other self-help resources.
- Provide feedback to the product and technical teams regarding common customer issues or improvement opportunities.
Qualifications:
- Bachelor's degree in any field (preferred but not required).
- Previous experience in customer support or technical support, particularly in the telecommunications or internet services industry, is a plus.
- Strong understanding of internet service products, connectivity issues, and related technical aspects.
- Excellent verbal and written communication skills.
- Ability to troubleshoot basic technical issues and provide solutions.
- Patient, empathetic, and able to handle difficult or frustrated customers.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and meet performance goals in a remote setting.
- Proficiency in using CRM software and communication tools.
- Availability to work flexible hours as needed, including weekends or holidays.
Preferred Skills:
- Experience in the ISP/Telecommunications industry.
- Familiarity with internet infrastructure and troubleshooting common network issues.
- Knowledge of support platforms such as Zendesk, Freshdesk, or similar.
- Experience working remotely in a customer service role.
Benefits:
- Competitive salary.
- Work-from-home flexibility.
- Health insurance and benefits
- Opportunities for career growth and development.
