Key Responsibilities: - Inbound Customer Support & Issue Resolution: Handle a high volume of inbound calls with professionalism, empathy, and accuracy; resolve inquiries including billing questions, account updates, rate plans, and technical troubleshooting; take ownership of customer issues from start to finish and confirm resolution on the call; strive for first-contact resolution. - Billing, Account & Self-Service Support: Review customer billing ledgers, explain charges clearly, and resolve concerns; assist customers in selecting appropriate rate plans, equipment, and services; guide customers through the customer portal and self-service tools; document interactions and update customer records. - Technical Support (Foundational): Provide technical support for Internet, VoIP, email, web hosting, and Ethernet services; troubleshoot using established tools and procedures; exercise judgment to schedule onsite service visits or equipment replacements when needed. - Collaboration & Continuous Improvement: Share recurring customer issues and process gaps with internal teams; adhere to policies, procedures, and quality standards; maintain punctuality and a professional demeanor in a team environment.

Success M

Key Responsibilities: - Inbound Customer Support & Issue Resolution: Handle a high volume of inbound calls with professionalism, empathy, and accuracy; resolve inquiries including billing questions, account updates, rate plans, and technical troubleshooting; take ownership of customer issues from start to finish and confirm resolution on the call; strive for first-contact resolution. - Billing, Account & Self-Service Support: Review customer billing ledgers, explain charges clearly, and resolve concerns; assist customers in selecting appropriate rate plans, equipment, and services; guide customers through the customer portal and self-service tools; document interactions and update customer records. - Technical Support (Foundational): Provide technical support for Internet, VoIP, email, web hosting, and Ethernet services; troubleshoot using established tools and procedures; exercise judgment to schedule onsite service visits or equipment replacements when needed. - Collaboration & Continuous Improvement: Share recurring customer issues and process gaps with internal teams; adhere to policies, procedures, and quality standards; maintain punctuality and a professional demeanor in a team environment.

Success M