Ting Care Advisor I

UMRF Ventures provides students with meaningful professional experience through hands‑on work, leadership development, and career preparation. Our student employees balance academic success with high‑quality, professional work.

Role and Responsibilities

As Care Advisor I, you are the first point of contact for Ting’s fiber Internet and Mobile customers, providing real‑time assistance across billing, service sign‑up, order fulfillment, and basic technical support. You’ll ensure a seamless customer experience by resolving common issues on first contact, handling inbound inquiries with empathy, and helping customers maximize the value of Ting’s services. This role is critical in delivering a positive first impression and minimizing support friction.

Key Responsibilities

• Respond to inbound calls from customers, delivering clear and efficient assistance on billing, orders, and service usage.

• Process payments, issue billing corrections, and assist with plan updates using internal tools.

• Enter and track service orders and installation appointments; follow up to ensure completion.

• Troubleshoot common service and connectivity issues using guided workflows, including Wi‑Fi and routers.

• Guide customers through account access and the use of self‑service tools.

• Escalate unresolved or complex issues to the Tier 2 team with clear case documentation.

• Accurately log all interactions and actions in internal CRM and ticketing systems.

Competencies

• Communication skills

• Written and verbal

• Drive for results

• Customer focus

• Interpersonal Savvy

• Active listening

• Empathy

• Composure

• Conflict Management

• Problem solving

• Attention to detail

• Multitasking

• Learning on the fly

• Integrity and Trust

• Technical knowledge and learning

• Basic understanding of customer account management, internet service concepts, and troubleshooting logic

• Comfort with basic device and networking and connectivity support

• Familiarity with scheduling, CRM systems, or guided support tools

• Excellent typing skills

• Technical knowledge of Mac operating system and Google Suite applications

Qualifications and Education Requirements

• Currently enrolled college student or UMRFV employee

• Prior experience in telecommunications, ISP, or customer service highly preferred

• Bilingual (English/Spanish) is a plus