Wireless Support Agent - Bilingual in Concord, NC at ACN Jobs

Date Posted: 4/6/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Concord, NC
  • Job Type:
    Other
  • Experience:
    At least 1 year(s)
  • Date Posted:
    4/6/2018

Job Description

JOB SUMMARY:   Assist Flash Wireless customers get the most out of our wireless products and services. Will research, resolve and assist with customer billing problems, account activation, phone and plan selections, as well as troubleshoot technical and device related issues. In order to provide our customers with the best support on advanced technologies in voice, data and media entertainment, the WSA will receive continual training on the latest products and services.

CORE RESPONSIBILITIES: 

  • Provide first level inbound telephone support for customers by troubleshooting, investigating and resolving customer’s questions and challenges with services or devices
  • Focus on customer retention and resolving billing issues on the first call
  • Thrive in a professional working environment and work to contribute to Flash team in positive manner
  • Maintain a positive, problem-solving approach to each customer contact
  • Constantly train and learn features related to devices, systems, processes, billing, and carrier specific requirements
  • Reference up-to-date product knowledge regarding Flash products and services
  • Answer non-technical questions regarding products and support of the sales, warranty, or delivery of orders
  • Clear communication via phone and proper use of tone and empathy according to ACN’s policies and expectations
  • Document all customer interactions and make informed, appropriate offers to resolve customer complaints
  • Research, document, and propose new method or modifications to existing methods of customer support processes
  • Manage workload effectively and providing accurate accounting of work and time allocation.
  • Call activity for this position will be monitored for quality assurance.
  • Receive feedback about performance, both from customers and Supervisors, and put improvement plans into action
  • Other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:   

  • Fluent in Spanish and English
  • Availability to work in an environment requiring strict attendance and must have the ability to work a flexible schedule including holidays, nights and weekends
  • Escalate appropriate customer interactions for management team to ensure correct follow-up or resolution
  • Willingness to train in specific subject matter after new hire training, ongoing and throughout the year
  • Willingness to sit with or have other employees sit with you and give advice, tips, monitor progress, and tutor
  • Proven multi-tasking skills, including the ability to simultaneously listen on the telephone, understand customer root cause, and resolve the challenge while working in multiple computer-based systems
  • Ability to evaluate customer issues and work processes and suggest improvements and assist with creating

OTHER REQUIREMENTS:  

  • Minimum HS diploma or equivalent required, BA/BS degree preferred
  • 1+ year wireless telecom experience required
  • 2+ year call center experience required

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