9 days old

Customer Support Specialist Part-Time

EATEL
Gonzales, LA 70737
JOB SUMMARY: 


The Customer Support Specialist is an integral part of the continued stability and growth of REV Broadband by serving as a front-line representative of the REV brand. The Customer Support Specialist is part of a supportive, service-oriented team that promotes quality customer experiences, is honest and committed to customer care. This position engages in real-time troubleshooting with customers to resolve technical issues, educates residential REV Broadband customers about the installation and use of products, and captures opportunities to offer additional or upgraded services to customers as available, while providing a quality customer experience.


 


ESSENTIAL DUTIES, FUNCTIONS & KEY ACCOUNTABILITIES: (include but are not limited to)



  • Work in call center environment answering inbound customer calls concerning inquiries about one or more REV Broadband products

  • Discover the root cause of customer problems and identify the action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments

  • Engage in real-time troubleshooting while the customer is on the phone and schedule a service appointment in the system if the problem cannot be resolved

  • Provide total customer service by answering basic questions about programming over the phone

  • Build customer loyalty by ensuring a pleasant experience on each call

  • Keep customer informed about progress by checking the status of work orders

  • Provide seamless customer experience through documenting call details and new account information



 


KNOWLEDGE & SKILLS:



  • Excellent verbal and written communication skills, as well as, reading comprehension skills

  • Knowledge of Windows 7 and Windows 10, specifically in networking protocols and components

  • Proficient knowledge of personal computer operation and applications specifically well versed in multiple email platforms

  • Proficient knowledge of mobile devices including smartphones and tablets and their applications as it pertains to connectivity

  • Knowledge of routers and residential gateways including basic setup and functionality

  • Must be able to work a flexible schedule including evenings, weekends, and some overtime as needed

  • Customer experience focus with a Keen aptitude for helping customers  

  • Enthusiastic, personable and adaptable

  • Strong computer skills with ability to navigate through multiple screens



 


EVALUATION:                        


Performance of this job will be evaluated in accordance with procedures established by the company on the evaluation of management personnel.


 


QUALIFICATIONS & PREREQUISITES


Required:



  • High school graduate or GED

  • Eligibility to work in the United States




  • 1-2 years experience working at a help desk and/or technical support



Preferred:



  • Prior customer service training




  • Experience in telecommunications industry



 


 

Categories

Posted: 2021-04-05 Expires: 2021-05-05

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Customer Support Specialist Part-Time

EATEL
Gonzales, LA 70737

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