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All Points Broadband
Nuttsville, VA | Full Time
$30k-39k (estimate)
2 Months Ago
Customer Support Specialist
All Points Broadband Nuttsville, VA
$30k-39k (estimate)
Full Time | Telecommunications 2 Months Ago
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All Points Broadband is Hiring a Customer Support Specialist Near Nuttsville, VA

Company Overview:

All Points Broadband is a leading, rural-facing internet service provider in the mid-Atlantic and believes that everyone should have the ability to work, study, play and Live Connected. Through strong partnerships and teamwork, we have consolidated rural internet service providers and successfully bridged the digital divide by extending fiber-to-the-home to underserved communities.

Our mission is to empower people through connectivity, and we are committed to delivering reliable broadband internet to everyone. We do this with empathy, respect and by fostering an environment where passionate teammates can collaborate to overcome challenges and continuously improve. We are looking to add innovative, compassionate, and driven members to our growing team as we continue to work toward providing utility grade broadband to our underserved neighbors, friends, and families

Position Summary:

Under general supervision, in an in-bound call center environment the Customer Support Specialist will provide technical and network problem resolution to users (either customers or company field technicians) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, verifying proper hardware and software set up, power cycling equipment, verifying billing information, and troubleshooting connectivity issues. Support to users will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Customer Support Specialist Duties:

  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Interact with company’s field technician as remote technical support.
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
  • Diagnose and resolve technical hardware and software issues involving internet connectivity or email clients.
  • Research required information using available resources; follow standard processes and procedures.
  • Accurately process and record call transactions using designated tracking software.
  • Organize ideas and communicate oral messages appropriate to listeners and situations.
  • Follow up and make scheduled call backs to customers where necessary.

Qualifications of a strong candidate:

  • Proper phone etiquette; demonstrated proficiency in typing and grammar.
  • Knowledge of or ability to learn relevant software computer applications and equipment.
  • Knowledge of or ability to learn customer service principles and practices.
  • Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
  • Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
  • Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
  • Must be able to sit for long periods of time; position requires use of headset/microphone
  • Must be able to pass pre-employment drug screening and background check

Characteristics of a great APB team member:

  • A consummate team collaborator! You ensure alignment to core values, vision, and mission throughout the organization.
  • Intense and natural mission alignment with All Points Broadband
  • Love working in a fast paced, entrepreneurial culture. Thus, you thrive in building things successfully from scratch.
  • A systems thinker who gets a charge out of progress and continuous improvement as much as big milestones

Work Requirements:

May be required to work 8-hour or 10-hour shifts - including non-traditional tours. May be required to work; day, evening, night, or weekend tours, overtime, emergency callouts, weekends, and holidays required.

All new All Points employees are required to be vaccinated for COVID-19.

Compensation:

Customer Support Specialist will receive a competitive salary based on qualifications. This position will be full-time with eligibility for employer-provided benefits and bonus compensation.

All Points offers industry-leading medical, dental and vision coverage, paid-time-off and 401(k) with Company match, among other benefits.

Job Type: Full-time

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Experience level:

  • 1 year

Shift:

  • 10 hour shift
  • 8 hour shift
  • Day shift

Weekly day range:

  • Monday to Friday

Work setting:

  • Call center
  • Office

Ability to commute/relocate:

  • Warsaw, VA 22572: Reliably commute or planning to relocate before starting work (Required)

Experience:

  • Call center: 2 years (Required)

Work Location: One location

Job Summary

JOB TYPE

Full Time

INDUSTRY

Telecommunications

SALARY

$30k-39k (estimate)

POST DATE

01/28/2023

EXPIRATION DATE

02/25/2023

WEBSITE

allpointsbroadband.com

HEADQUARTERS

Ashburn, VA

SIZE

25 - 50

INDUSTRY

Telecommunications

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The following is the career advancement route for Customer Support Specialist positions, which can be used as a reference in future career path planning. As a Customer Support Specialist, it can be promoted into senior positions as a Customer Service Representative IV that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Specialist. You can explore the career advancement for a Customer Support Specialist below and select your interested title to get hiring information.

If you are interested in becoming a Customer Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Support Specialist for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Customer Support Specialist job description and responsibilities

To enhance customer experience, they help customers complete purchases, upgrades/returns and frequently provide necessary technical assistance.

01/27/2022: Johnstown, PA

They are also responsible for conducting surveys on the products or services and communicating customer feedback.

01/30/2022: Chico, CA

A Customer Support Specialist will also replace products or process payment refunds as needed.

01/18/2022: Rockford, IL

They help customers with their queries and complaints.

02/18/2022: Richland, WA

Listen to customer complaints and provide adequate solutions for their problem via phone or email.

02/14/2022: San Diego, CA

Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Support Specialist jobs

Communication skills come as pretty much as a given, concerning customer support.

02/15/2022: Troy, NY

Make Connections and Give Compliments.

01/07/2022: Lompoc, CA

Ensure that customers understand the resolution and provide on-going education to customers.

01/11/2022: Spokane, WA

Compile and analyze customer requirements to give the best advice and resolve their query.

02/20/2022: Pensacola, FL

Customer service experience- A thorough knowledge of how to delight customers through strong researching, problem solving and troubleshooting skills.

01/09/2022: Chattanooga, TN

Step 3: View the best colleges and universities for Customer Support Specialist.

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