What are the responsibilities and job description for the Customer Support Specialist position at Mountain West Technologies?
Customer Support Specialist
Position Summary
Mountain West Technologies is a local Internet Service Provider headquartered in Casper, WY with services that cover the Southeast quadrant of Wyoming. We are proud to be a 307 First company whose mission is to own, operate, invest in, and grow Wyoming businesses. Keeping Wyoming in Wyoming.
We are looking to add a Customer Support Specialist to our support Team. You will assist in helping customers with issues with internet, voice, and managed services provided to customers. This role also supports our network and data center monitoring, as well as continued skills development.
If you are looking for a career in a rapidly expanding, growth-oriented industry we have an exciting career opportunity for you! Individuals in the role should be driven to find a solution, ways to continuously improve themselves, and improve upon the internal processes.
Our Company Values
1. Respect one another
2. Share Knowledge
3. Do what’s right for the customer, company, and employee. Do all three or we do nothing.
4. Continuous and never-ending improvement
5. Quality
KEY RESPONSIBILITIES:
- Provide prompt professional support: Our priority is to provide exceptional service to our customers by promptly answering incoming customer support requests via phone, e-mail, chat, and voicemail
- Provide quality process performance: Address customer questions, inquiries, and complaints while, ensuring a high level of customer satisfaction and fostering loyalty.
- Approach customer interactions with respect, empathy, and confidence to resolve their issues
- Promptly follows established escalation procedures for further support if needed
- Work with high level of accuracy to document interaction in ticketing system
- Assist Field Service Technicians with back-end support
- Manage time efficiently maintaining customer follow up calls and other tasks assigned
- Support other Customer Support Staff and work together as a tightly knit team
- Adapt and Perform Additional Duties: Take on additional tasks and responsibilities as assigned, contributing to the team’s overall success and flexibility.
The Right Applicant Will Meet These Requirement:
Personal:
o Report to work as scheduled
o Have a positive attitude with customers and the team
o Be a self starter and devote full effort and take ownership of job responsibilities during work hours
Skills:
o Excellent verbal skills while presenting a positive image of MWT
o Accuracy in written skills
o Ability to work in call center situation with other teammates working around you
o Adaptability to learning technical troubleshooting
Physical:
o Sitting for extended periods of time (8 hours)
o Typing and viewing screens for extended periods of time (8 hours)
o Visual and audio acuity is essential to this position
Why Join Us?
If you’re eager to join a vibrant company that values excellence and is dedicated to delivering outstanding experiences for our customers, employees, and stakeholders, this opportunity is perfect for you. Mountain West Technologies offers a supportive work environment with opportunities for professional growth and development.
Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned.
Benefits:
- 401(k) Retirement Savings with company match
- Dental Insurance
- Employee discount
- Health insurance
- Health Savings Account
- Paid time off
- Paid training
- Vision insurance
- Life Insurance
- On the job training
- Opportunities for advancement
Job Types: Full-time, Part-time
Pay: $16.00 - $19.00 per hour
Expected hours: 20 – 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- On-the-job training
- Paid time off
Shift:
- Day shift
- Evening shift
- Morning shift
Work Location: In person
Salary : $16 - $19