Customer Resolutions Agent

About WeLink

WeLink is a next-generation wireless internet service provider. We use the latest millimeter wave technology (including our custom radios) and a proprietary and patent-pending approach to network deployment that allows us to deploy fiber-like networks faster and more cost-effectively than anyone else.

We were founded by experienced fixed-wireless veterans and have spent the past couple of years developing technology and refining our approach. We've had paying customers for a year in the Las Vegas metro area. At WeLink, we place a strong emphasis on delivering quality service and maintaining an excellent customer experience. As a result, our customers love our service, and our churn is extremely low.

We recently closed a large round of funding and are poised to grow massively.

If you want to give the world an alternative to the cable and telco duopoly that frustrates consumers and pioneer a better wireless future for the world, join us.

Job Description

Customer Resolutions Agent provide exceptional support to our customers through various channels, including phone, chat, SMS, and email. Assist customers with technical troubleshooting, account management, and billing inquiries, ensuring their needs are met with efficiency and care. In this role, you'll leverage your technical knowledge, problem-solving skills, and excellent communication abilities to create a seamless and positive customer experience.

Essential Job Functions:

• Respond to inbound customer inquiries via phone, chat, SMS, and email promptly and professionally.

• Troubleshoot technical issues related to internet service, wide area networks, and connectivity challenges, providing clear and actionable steps to customers.

• Manage and resolve billing inquiries by clarifying charges, handling adjustments, and assisting with payment-related questions.

• Assist with account management tasks, including service adjustments, upgrades, and general customer service inquiries.

• Create and update tickets using our CRM system Salesforce to ensure accurate and detailed records of customer interactions and resolutions.

• Collaborate with internal teams to escalate and resolve complex issues efficiently.

• Contribute to knowledge sharing within the team to improve processes, resources, and customer satisfaction continuously

• Capable of working Wednesday - Sunday, 3:30pm - 12:30am after 2 weeks of training
  (training schedule: M-F, 9-5:30 for two weeks)

• Must be able to work in office 3 days per month after training.

Experience/Qualifications:

• High School Diploma or GED required; Associate's Degree in a related field a plus.
• 1-2 years of experience in customer service, technical support, or a related field.
• Experience in an ISP or telecommunications environment is a plus.
• Excellent communication skills – Clear and empathetic communication skills are essential for delivering complex information effectively across phone, chat, SMS, and email.
• Technical troubleshooting abilities – A basic understanding of wide area networks, connectivity, and internet services.
• Experience with CRM systems – General knowledge in a ticket-based CRM system, with Salesforce experience preferred.
• Strong problem-solving skills – Ability to handle a variety of customer concerns with a calm and solution-oriented approach.
• Customer-centric mindset – A dedication to providing a positive customer experience and going the extra mile to ensure satisfaction.

Benefits

• Medical
• Dental
• Vision
• Long Term Disability
• Short Term Disability
• 401(k) with a company match
• PTO
• 10 Paid Holidays

*We are an equal opportunity employer and value diversity in our workforce. We encourage applications from all qualified individuals, regardless of race, color, religion, sex, national origin, disability, age, or any other status protected by applicable law.