Job Summary

The Customer Technical Support Specialist will:
-Assist customers with billing, product (video, computer, or software) technical issues or repair inquiries.
-Review, analyze and respond to customers' billing inquiries.
-Resolve customers' open issues or questions.
-Troubleshoot technical issues.
-Determine business offerings that the customer does not currently have and make
the appropriate sales offer to upgrade and add on to their service.
-Strive to resolve technical issues on the first contact.
-Educate customers on company processes and policies.
-Always strive to ensure First Call Resolution (FCR) and complete Customer
Satisfaction (VOC).
-Maintain, service, sell products and services for new and existing accounts.
-Deliver exceptional quality service by utilizing all available channels and tools to maintain and grow the customer's account.
-Assess customers' needs and provide assistance and information on product features.
-Be comfortable and capable of working through challenges on the phone with customers -regarding their accounts in order to achieve the desired result.

Requirements for this role:
-Direct customer facing/interaction experience (virtual customer service and sales experience highly preferred).
-Track record of over-achieving sales and customer service performance metrics.
-Understand & know the benefits of using the C.A.U.S.E Model on each call.
-Strong time management, multi-tasking skills as well as being comfortable with change.
-Possess strong decision making ability and pay close attention to detail.
-Solid communication and interpersonal skills.
-Build trust and rapport with the customer through clear, respectful
Interaction.
-Mandatory attendance, completion, and passing of training/certification programs. ----Proficiency with Microsoft products (Excel & Word),SharePoint, Instant Messenger, Skype. --Additional experience with Microsoft Office 365 suite a plus.
-Bilingual (English/Spanish) communication skills (written & spoken) a plus!
-Experience in customer service cross sells and up sells a major plus!
-Additional Technical, Remote, and other Requirements (click here).
SH: 8/21