Broadband Customer Support Specialist

Responsibilities

• Subject matter expert directly resolving customer Fiber/Broadband Internet escalations or specialized requests via various communication channels for customers
• Own the issues through to resolution
• Proactively identify customer experience opportunities
• Identify the root cause and recommend solutions through cross-functional teams
• Document all customer contacts clearly to ensure comprehensive resolutions
• Support Channel Partners and field partners with specialized knowledge and assistance

• High School Diploma/GED
• Bachelor's Degree in Business Administration or Communications preferred
• 2+ years resolving escalated or sensitive customer issues in a telecommunications or broadband service environment
• 2+ years customer service or customer facing sales experience preferred
• 2+ years call center experience preferred
• At least 18 years of age and legally authorized to work in the United States

• customer service
• problem solving
• communication
• cross-functional collaboration
• documentation
• customer experience improvement

• High School Diploma
• GED
• Bachelor's Degree in Business Administration
• Bachelor's Degree in Communications