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Wave Broadband · 1 month ago

Customer Success Technical Support Associate I

Seattle, WA

Full-time

Hybrid

Entry Level

$18/hr - $23/hr

1+ years exp

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. The Customer Success Technical Support Associate I will provide outstanding customer service and support, troubleshoot customer issues, and ensure the best product match for customers' needs.

InternetTelecommunicationsWeb HostingWireless

Responsibilities

Collaborate with the CST team to define and achieve team objectives and key results (OKRs)

Provide outstanding customer service and support to Astound customers within this specific product line

Effectively communicate and explain benefits of target products to best match customer needs

Take ownership of customer issues reported and see problems through to resolution

Answer inbound phone calls, respond to emails or other customer communication streams regarding products, sales and billing inquiries

Research, diagnose, document, troubleshoot and identify solutions to resolve customer issues

Resolves problems on the first contact, with a minimum of transfers, by consistently improving personal technical knowledge and understanding

Follow team defined procedures for proper escalation of unresolved issues to the appropriate internal resources

Provide prompt and accurate feedback to customers, team members, and leadership

Maintain a high degree of knowledge about products Astound provides in specific regions, working with customers to ensure the most applicable product is recommended to best serve their needs

Provide support during the enrollment process, process service changes and disconnects and provide trouble call assistance according to departmental policies and procedures

Conduct audits exercises as needed

Other duties as assigned

Qualification

Customer service experienceWifiData knowledgeProblem-solving skillsCommunication skillsInterpersonal skillsAdaptabilityAttention to detail

Required

Minimum of 1 year in a customer service related environment, call center environment preferred

Telecommunication experience a plus

Strong interpersonal skills with the ability to relate to customers, peers, and management

Demonstrates a thorough knowledge of Wifi and data products and services

Ability to learn and retain new information and concepts quickly

Demonstrates ability to diagnose and solve problems

Exhibits the ability to follow directions and follow through on processes and procedures

Displays proven good judgment and proactive decision-making skills

Must possess the ability to adapt to change

Strong communication by telephone, written correspondence and in person

Must have the ability to stay focused and remain composed during peak periods & when dealing with challenging customers and situations

Must demonstrate excellent attendance & punctuality

High school diploma or equivalent

Benefits

401k retirement plan, with employer match

Insurance options including: medical, dental, vision, life and STD insurance

Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization

Floating Holiday: 40 hours per year

Paid Holidays: 7 days per year

Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws

Tuition reimbursement program

Employee discount program

Company

Wave Broadband

Glassdoor3.2

Astound Broadband powered by Wave connects you to a world of astounding possibilities with our award-winning internet service and 24x7 local customer support.

Founded in 2003

Kirkland, Washington, USA

1001-5000 employees