Call Support Representative

295 Cabling is a leading telecommunications company specializing in the installation and maintenance of cabling infrastructure. We are seeking a highly motivated and customer-oriented individual to join our team as a Call Support Representative. As a key member of our customer support department, you will play a vital role in ensuring our clients receive the highest level of service and assistance.

As a Call Support Representative, you will be responsible for responding to customer inquiries, resolving technical issues, and providing excellent customer service over the phone. You will handle a wide range of requests including troubleshooting connectivity problems, assisting with account setup, and providing product information. Additionally, you will escalate complex issues to the appropriate departments while maintaining open lines of communication with the customer.

To succeed in this role, you must have exceptional communication skills, both verbal and written, as well as strong problem-solving and analytical abilities. You should have a deep understanding of telecommunications products and services, and the ability to explain technical concepts to customers in a clear and concise manner. Additionally, you must possess a high level of patience and empathy when dealing with customers who may be frustrated or upset.

Responsibilities

• Respond to customer inquiries and provide technical support over the phone
• Troubleshoot connectivity issues and resolve technical problems
• Assist with account setup and configuration
• Provide product information and answer questions about telecommunications services
• Document and track customer interactions and resolutions in the CRM system
• Escalate complex or unresolved issues to the appropriate departments
• Collaborate with team members to improve customer support processes and procedures

Requirements

• High school diploma or equivalent
• Previous experience in a customer service or technical support role
• Excellent communication skills, both verbal and written
• Strong problem-solving and analytical abilities
• Proficiency in using CRM systems and other customer support tools
• Knowledge of telecommunications products and services
• Ability to explain technical concepts to customers in a clear and concise manner
• Patience and empathy when dealing with frustrated or upset customers

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Wellness Resources
• Stock Option Plan