Description

As a Customer Care Specialist, you will play a critical role in delivering technical support for our products and services. This role involves troubleshooting technical issues and assisting customers in resolving problems to ensure the highest level of customer satisfaction. You will collaborate closely with both customers and the internal team to address inquiries and issues promptly and effectively.

Duties

• Technical Support : Provide expert-level technical support to customers, addressing inquiries related to the product's functionality, troubleshooting, and resolving technical issues.
• Issue Resolution : Work diligently to diagnose and resolve technical issues, escalating complex problems to the appropriate teams when necessary.
• Customer Training : Educate customers on the features and benefits of our products and services, ensuring they can maximize their usage and enjoy a seamless experience.
• Documentation : Maintain detailed records of customer interactions, technical issues, and resolutions for reporting and analysis.
• Quality Assurance : Implement and monitor quality assurance processes to ensure consistency and accuracy in customer support.
• Product Feedback : Gather and relay customer feedback and insights to the product development and improvement teams to enhance the products and services.
• Team Collaboration : Collaborate with cross-functional teams, including product development, sales, and marketing, to address customer needs and concerns effectively.
• Stay Updated : Stay current with industry trends and product knowledge to provide up-to-date and accurate support.

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Skills/Qualifications

• High school diploma or equivalent (Bachelor's degree preferred).
• Proven experience in technical support or customer support roles, with a strong understanding of telecom products and services.
• Excellent technical troubleshooting skills and the ability to communicate technical concepts to non-technical customers.
• Strong leadership and team management skills, with the ability to motivate and coach a remote support team.
• Exceptional communication and interpersonal skills.
• Detail-oriented with strong organizational and problem-solving abilities.
• Customer-centric mindset with a passion for ensuring customer satisfaction.
• Proficiency in using customer support software and tools.
• Flexibility to adapt to changing priorities and work independently..

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Physical And Sensory Requirements

The physical and sensory abilities required for this classification include:

• Strength to lift a 50-pound object, without assistance, and items weighing up to 150 pounds with assistance.
• Coordination and equilibrium sufficient to climb a ladder and maintain balance while pulling cable.
• Sight in order to read computer screens and standard computer printouts / may involve extensive VDT exposure; visual color discrimination sufficient to distinguish the color codes of wire and schematic drawings.
• Hearing, speech, sight, and physical dexterity sufficient to function in a typical office environment.
• Coordinated, skillful movements of fingers, hands and arms to operate a computer keyboard; may require hand/eye coordination for semi-skilled movements, such as taking apart casings, installing parts and reconnecting computers.
• Strength and dexterity to crawl, kneel, crouch, or twist to reach/and or work with assigned systems.
• Manual and finger dexterity sufficient to work with hands in close tolerances and to work with extremely small electronic components.
• Strength, mobility and dexterity to use small hand and power tools as necessary and to climb or crawl to install equipment in areas of close tolerance.

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Benefits

• Medical, Dental, Vision and Prescription Plans
• Flexible Spending Accounts
• Short- and Long-Term Disability
• Supplemental Life and AD&D
• 401(k) Retirement Savings
• Employee Assistance Program
• Time Off and Holidays