What are the responsibilities and job description for the Customer Service and Technical Support Representative position at Bug Tussel Wireless, LLC?
Bug Tussel Wireless Company Overview: Join our awesome Bug Tussel Wireless Team “We’re out there.” As a Customer Service and Technical Support Representative, you will be responsible for providing exceptional service to all prospective and existing customer’s telephone or written inquiries in an effort to build long term relationships, while meeting department service level and quality expectations. This position is responsible for determining issues, incident reporting, problem resolution, escalation and follow up in a timely manner while adhering to company policies and procedures as appropriate.
Job Duties:
· Troubleshoot technical problems related to wireless home internet services. This includes working with third-party devices and software.
· Assist in provisioning CPE (customer premise equipment) and activating or upgrading accounts for home wireless internet service.
· Answer questions related to internet service, billing, equipment and coverage area.
· Provide consistent and accurate information to customers.
· Continually learn and enhance knowledge of rate plans, equipment, products, service offerings and features.
· Document all customer interactions in trouble ticketing system.
· Use each interaction with customers as a proactive opportunity to gain customer’s long-term loyalty and financial commitment to the Company as well as advising customers of new offerings and opportunities.
· Make outbound calls to support company objectives and goals.
· Investigate, troubleshoot and identify reasons for dissatisfaction in customers with the intent of providing custom solutions, empathy and resolving concerns in order to retain service or win-back a customer.
· Timely follow up with internal and external customers and management.
Required Skills:
· Experience with Microsoft Office and other business software applications
· Strong communication and organizational skills
