We are looking for customer-focused and technically skilled Customer Service & Technical Support Representatives to support residential and small-to-medium business customers using VoIP phone services.
In this role, you will handle inbound customer inquiries, troubleshoot technical issues, provide exceptional service, and identify opportunities to recommend products and services that enhance the customer experience.
Key Responsibilities
- Provide inbound customer service and technical support for VoIP phone services.
- Troubleshoot and resolve issues related to home and business phone systems.
- Assist residential customers with phone service and device-related concerns to ensure a seamless communication experience.
- Support SMB customers by diagnosing and resolving business phone system issues to minimize service disruptions.
- Deliver accurate information, product education, and effective solutions during every customer interaction.
- Identify customer needs and recommend relevant products or service upgrades through consultative upselling.
- Document customer interactions and resolutions while maintaining high-quality service standards.
- Meet performance metrics for customer satisfaction, technical resolution, and sales opportunities.
Qualifications
- Strong customer service and communication skills.
- Ability to troubleshoot technical issues and explain solutions clearly.
- Experience in customer support, technical support, or call center environments is required
- Ability to multitask, problem-solve, and work efficiently in a fast-paced environment.
