Customer Service Expert
This is a detail-oriented and process-driven role responsible for providing technical assistance related to mobile device systems, hardware, software, and carrier processes.
* Respond to inbound client calls and emails professionally and timely
* Diagnose and resolve technical issues involving clients' supported hardware, tools, and carrier systems
* Research process, policy, and procedure questions using available informational resources
Key Responsibilities:
* Quickly and professionally answer inbound client calls according to each client's preferred greeting and nomenclature
* Respond to requests for assistance sent by email and received by our ticketing solution professionally and using appropriate templates, verbiage, and guidelines
* Understand, access, and efficiently use carrier portals and other tools
* Diagnose and resolve technical issues involving clients' supported systems, published client- and inside-facing tools, and carrier portals
* Research process, policy, and procedure questions using available informational resources
* Using appropriate and professional grammar and communication skills, advise client employees on action(s), timelines, outcomes, etc.
Requirements:
* Proficient and native-level English speaker and writer
* Able to multi-task and juggle a large volume of tasks
* Consistently reliable: able to be on time and present when scheduled
* Professional behavior in the workplace, remotely, and anywhere affiliation is known
* Excellent communication skills – verbal and written
* Self-motivated to be effective with minimal supervision
* Detail, process, and results oriented
* Ability to avoid distraction and consistently work throughout a shift