Customer Support Specialist
Excess Telecom, An Affordable Connectivity Program Service Provider
About Excess Telecom
Excess Telecom is a leading national provider of mobile broadband services through the Affordable Connectivity Program (“ACP”). With subscribers nationwide, we offer market leading services providing underserved communities with subsidized access to the internet via mobile devices. As a high growth company, with a “start-up” work environment, we are looking for key team members with a commitment to ensuring all subscribers receive the best possible service and experience with Excess Telecom.
Position Overview
We are looking for a Customer Support Specialist who would like to work for an industry leading provider dedicated to changing wireless forever and connecting our customers’ world together.
As the Customer Support Specialist, we are looking for someone responsible for handling customer service interactions for Excess Telecom. It is the Customer Support Specialists’ responsibility to resolve complaints, make recommendations, and provide information about our company’s products and services.
Responsibilities
Respond to customer queries and support tickets in a timely and accurate way, via phone and email.
Identify customer needs and help customers use specific features of their device.
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
Update our internal databases with information about technical issues and useful discussions with customers.
Monitor customer complaints and reach out to provide assistance and resolutions.
Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
Gather customer feedback and effectively communicate feedback between departments.
Reconcile customer base with the National Lifeline Accountability Database (NLAD).
Create easy-to-understand training documents and train customer support teams on the processes.
Collaborate with Customer Success team on outreach campaigns.
Other customer support-related tasks as assigned by manager.
Job Requirements
Experience as a Customer Support Specialist or similar CS role.
Familiarity with the Affordable Connectivity Program (ACP) and Lifeline Program rules is a plus.
Experience using help desk software and remote support tools.
Understanding of how CRM systems work.
Excellent written and verbal communication and problem-solving skills.
Multi-tasking abilities.
Patience when handling tough cases.
Familiarity with ticketing systems is a plus.
Proficient in Microsoft Office programs including Excel, Word, Outlook, and PowerPoint.
Job Type: Full-time
Pay: $40,000 – $48,000
Benefits:
Health insurance
Vision insurance
Dental insurance
Flexible schedule
Paid time off
Schedule:
Ability to work remote
Monday through Friday