About this role
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
- Customer Support and Issue Resolution:
- Respond promptly to customer inquiries via chat, following standard scripts and procedures.
- Identify and assess customers' needs to ensure timely resolution of routine issues.
- Provide accurate information regarding products, services, billing, and basic technical support.
- Troubleshoot routine connectivity issues, equipment problems, and service interruptions, aiming for first-call resolution.
- Ensure all customer interactions and activities are accurately recorded in the system.
2. Service Provisioning and Activation:
- Assist customers with basic new service setup, including account creation, service activation, and equipment installation.
- Guide customers through the standard process of upgrading or modifying services based on their needs.
3. Billing and Account Management:
- Handle routine billing inquiries, process payments, and ensure accurate billing adjustments.
- Update customer accounts with standard information and service changes as needed.
- Monitor customers’ accounts for overdue payments and initiate follow-up actions as per company policies.
4. Technical Support and Troubleshooting:
- Diagnose and resolve basic technical issues related to internet connectivity and equipment setup.
- Escalate complex technical issues or problems that require higher-tier support.
- Provide clear and concise instructions to customers for troubleshooting steps or self-service options.
5. Customer Education and Product Knowledge:
- Educate customers on the features and benefits of products and services.
- Stay informed on standard product offerings and updates to better assist customers.
Join the A-Team and experience the A-Life!