Member Services Tech Support Tier 1

Company: Patriot Mobile

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Job Summary

Patriot Mobile is America’s only Christian conservative wireless provider. We offer broad coverage on dependable, nationwide 4G or 5G LTE networks. We are committed to providing our members reliable wireless service and exceptional support while relentlessly fighting for our shared values. Patriot Mobile donates a portion of every dollar earned to support organizations that fight for First Amendment Religious Freedom and Freedom of Speech, Second Amendment Right to Bear Arms, Sanctity of Life, and the needs of our Veterans and First Responders.

Job Overview

The Member Services Tech Support Tier 1 agent is the first line of technical support and is responsible for answering and resolving technical support issues from our subscribers. They will handle inbound/outbound calls, conduct activations, troubleshooting device and or network issues and answering complex account and billing related questions. They will also support the research, tracking and reconciliation of member accounts. This position requires exceptional customer service and the ability to collaborate with management and assist in identifying opportunities for efficiency and process improvement.

Responsibilities

Essential Functions and Responsibilities:

• Diagnosing and resolving customer issues through inbound/outbound calls.
• Perform activations, technical support and answer complex account and billing related questions.
• Support research, tracking and reconciliation of member accounts.
• Responsible for using knowledge base of all Tier 1 technical support.
• Provide excellent customer service on every call.
• Perform other duties as assigned by management.
  
  

Required Knowledge/Skills/Abilities

• Exceptional listener and communicator; verbal, written, and interpersonal communication skills.
• Ability to work in a fast-paced environment and multi-task on work assignments.
• Strong organizational skills.
• Ability to communicate with the customers and give them a comfort level that their issue is being properly addressed.
• Professional phone and email etiquette.
• Demonstrated ability to prioritize work.
• Dependable, including excellent attendance.
• Willing to work overtime and Saturdays.
• Proficient with Microsoft Office Suite including MS Teams.
  
  

Qualifications

Education and Experience:

• High School degree or GED required.
• Some college/Associates degree preferred.
• Previous customer service/tech support experience preferred.
• Call center experience preferred but not required.
  
  

Physical Requirements

• Must be able to sit for long periods of time.
• Must be able to work in a variety of spaces to include cubicle, counter, and or desk areas.
  
  

Patriot Mobile is an equal opportunity at-will employer and does not discriminate against any employee or applicant for employment based on age, race, religion, color, disability, sex, or national origin.