Note: The job is a remote job and is open to candidates in USA. Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. The Market Support Specialist will effectively assist customers by utilizing the ICOMS billing system and Zendesk, ensuring a positive customer experience while addressing their needs and providing accurate product information.
Responsibilities
- Effectively work within the ICOMS billing system and Zendesk ticketing system
- Effectively use probing and qualifying questions to ascertain customer needs/offer products and services and provide pricing to customers as appropriate
- Effectively multi-task moving from one task to another as necessary
- Effectively use sales sheets and information in the knowledge base to provide correct pricing and product information to customers
- Effectively and efficiently enter information into ICOMS billing system
- Appropriately disposition chats and Zendesk tickets
- Provide correct canned or created responses to customers via chat or orally
- Ability and desire to create a positive customer experience
- Escalate any e-commerce, database, customer or employee affecting issues to management in an expedient fashion
- Other duties as assigned
Skills
- High school diploma or equivalent
- Customer Service and/or Sales Experience
- Sales skills – Ability to use qualifying questions to ascertain customers' telecommunications needs for today and into the future
- Excellent oral and written communication skills
- Strong working knowledge about products and pricing for Astound
- Strong attention to detail
- Strong follow up skills
- Interested in creating an excellent customer experience – positively contributing to NPS
- Flexibility with work-from-home work schedule and adaptation to change
- Ability to effectively multi-task and prioritize workload
- Desire to learn new skills
- Proven track record of working independently
- Dependable on all levels with an emphasis on the attendance policy
- Ability to work harmoniously in a team environment
- Ability to work nights/weekends/holidays and overtime as requested
- ICOMS experience preferred
- Fully proficient in ICOMS billing system
Benefits
- 401k retirement plan, with employer match
- Insurance options including: medical, dental, vision, life and STD insurance
- Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
- Floating Holiday: 40 hours per year
- Paid Holidays: 7 days per year
- Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
- Tuition reimbursement program
- Employee discount program
Company Overview
- Astound is a telecommunications company that offers cable, internet, and phone services. It was founded in 2002, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is https://www.astound.com.