Customer Success Technical Support Associate II

Customer Success Technical Support Associate II

Location: Hybrid in the Seattle SoDo Office

Astound Broadband, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services-and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company.

Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you'll stay empowered to do your best work by creating astounding possibilities for local communities and beyond.

Opportunity Overview:

As a member of the Wireless Customer Success team, you will be an impactful member of an agile team responsible for the success of all customer interactions with our product platform. This position is responsible for the research, diagnostics, troubleshooting, and resolution of customer issues pertaining to this specific product line.

The primary position responsibilities will include, but are not limited to:

• Primary point of escalation for customer inquiries and resolution issues.
• Support escalated investigations of technical/challenging issues for customers.
• Document knowledge into company knowledge bases, tech notes and articles
• Provide outstanding customer service and support to Astound customers within this specific product line.
• Collaborate with the CST team to define and achieve team objectives and key results (OKRs)
• 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

Our ideal candidate will possess:

• Minimum of 2-3 years in a fast paced customer service related environment. Telecommunication experience preferred.
• 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.

Is this the career opportunity you've been searching for? Yes? Then let us know about you - apply now!

Qualifications:

Education:

• Required: High school diploma or equivalent

We're Proud to Offer a Comprehensive Benefits Package Including:

• 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

*Benefits listed above are for regular full-time positions

Hourly Compensation: The base hourly range in WA state for this position is $18.00- $23.00 an hour, plus opportunities for bonus and benefits. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to WA state and may not be applicable to other locations.

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Diverse Workforce / EEO:

Astound Broadband is proud to be an Equal Opportunity Employer and we are dedicated to cultivating a diverse, equitable and inclusive workplace where employees feel valued, respected and empowered. Discrimination of any kind has no place here. We are dedicated to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military, veteran status, and any other characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf