Customer Resolutions Agent

Summary

Join WeLink, a next-generation wireless internet service provider, as a Customer Resolutions Agent. This full-time position involves managing customer accounts, resolving technical issues, and ensuring customer satisfaction. You will communicate with customers via phone, text, and email, troubleshooting technical problems and providing solutions. The role requires experience in customer care and technical support, familiarity with wide-area networks, and proficiency in CRM systems. We offer a competitive benefits package including medical, dental, vision, disability insurance, 401k, PTO, and paid holidays. Remote work options are available in select states.

Requirements

• 1+ year of previous experience in Customer Care, Customer Service, or Technical Support
• Experience managing customer accounts and resolving technical issues via phone, email, and text messages
• Basic understanding of wide-area networks and experience with remote troubleshooting
• Familiarity with ticket-based CRM systems, preferably Salesforce
• Proficiency in Microsoft Office/Google Suite
• Excellent communication skills, both verbal and written
• Strong problem-solving skills, with the ability to learn quickly and adapt to new technologies
• Candidates may work remotely in any of the following states: AR, AZ, CA, CO, CT, DC, FL, HI, IN, MA, MN, MO, MD, NC, NV, NY, OK, PA, TX, TN, UT, VA, WA

Responsibilities

• Manage customer accounts, including updating billing information, answering account questions, and providing general service information
• Assist with escalated customer concerns and issues, ensuring timely and effective resolutions
• Communicate with customers via phone calls, text messages, and emails to address both technical and account-related issues
• Provide solutions using patience, empathy, and respect while troubleshooting technical issues and resolving customer complaints
• Diagnose and resolve internet service issues, leveraging technical skills and knowledge of wide-area networks
• Update internal ticketing system (preferably Salesforce) for tracking customer interactions and issues
• Coordinate with multiple departments to ensure complete customer satisfaction
• Deliver world-class customer service with a focus on creative problem-solving and going the extra mile to provide resolution

Benefits

• Medical (+ HSA company contribution)
• Dental
• Vision
• Long Term Disability
• Short Term Disability
• 401(k) with a company match
• PTO
• 10 Paid Holidays