Full job description
Job Summary:
As Customer Support Representative, you will serve as the first point of contact for customers experiencing issues with telecommunication products and services, such as voice, data, and transport services. The role focuses on providing initial troubleshooting, answering inquiries, and escalating complex problems to higher-level technical support. This position is based in Houston, Texas, with a hybrid work model that combines remote support and on-site collaboration or training. Candidates should be located within commuting distance and comfortable working both independently and as part of a local team.
Competencies:
- Responsible for understanding and adhering to company policies and living the Logix values
- Deliver timely results, ensure output is accurate and of high quality, focus on reliability
- Build domain knowledge and awareness of industry best practices
- Aware of larger strategy; complete tactical actions to support strategy and can contribute to discussions
- Competent in own role; aware of adjacent roles
- Understand position in Logix's value chain and impact on other roles
- Understand my role and how I impact our customers' experience
- Communicate clearly and ask questions for clarification
- Escalate risks to leadership
- Collaborates openly and effectively with team members and across the organization
Supervisory Responsibilities:
- None
Logix Culture:
Each team member has a responsibility to support and operate in alignment with our culture and company values. The behaviors and actions for each value may be different depending on the team member’s role and are critical to both the success of team members and the company.
Duties/Responsibilities:
- Customer interaction: Provide first point of contact for customer through various channels, including phone, email, and chat.
- Troubleshooting and diagnosis: Assist customers with basic technical troubleshooting for issues like internet connectivity problems, phone service disruptions, or video service issues. Use a knowledge base and other resources to guide customers through diagnostic steps.
- Account and service inquiries: Respond to customer questions regarding billing, account details, and new or existing services.
- Issue documentation and ticketing: Accurately document all customer interactions, troubleshooting steps, and resolutions in a CRM (Customer Relationship Management) or ticketing system.
- Case escalation: Escalate unresolved or complex technical issues to the appropriate Tier 2 or Tier 3 support teams while ensuring the customer is kept informed.
- Customer care: Maintain a professional and empathetic demeanor, especially when de-escalating calls with frustrated or dissatisfied customers.
- Service appointment scheduling: Schedule service calls or appointments for technical repairs or installations that cannot be resolved remotely.
Required Skills/Abilities:
- Customer service skills: Excellent verbal and written communication skills with a strong customer-centric attitude. Must be patient, empathetic, and an active listener.
- Technical aptitude: Fundamental understanding of telecommunication services and equipment, including basic networking, router, switch, and VoIP technology.
- Problem-solving abilities: Strong analytical and troubleshooting skills to diagnose issues and guide customers to a resolution.
- System proficiency: Experience using customer relationship management (CRM) software, ticketing systems, and other diagnostic tools.
- Adaptability: Ability to multitask and prioritize issues in a fast-paced, high-volume call center environment.
- Availability: May require working flexible hours, including evenings and weekends.
Education and Experience:
- High school diploma or GED required. Associate degree or higher preferred.
- CompTIA, ITIL Foundations preferred but not required.
Physical Requirements:
- While performing the duties of this job, the employee is regularly required to communicate by typing, reading, talking, and listening effectively. The employee will be required to work for extended periods of time at a desk on a computer and must be able to maneuver through office spaces as needed. Accommodation will be provided as necessary to ensure all employees can fulfill their job responsibilities effectively.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
Location:
- Houston, TX 77092 (Required)
Ability to Commute:
- Houston, TX 77092 (Required)
Work Location: Hybrid remote in Houston, TX 77092