Customer Support Coordinator

The Customer Support Coordinator will be responsible for communicating with digital consumers, troubleshooting basic issues, researching basic billing questions, and assisting with general account help and application navigation. The Customer Support Coordinator will be working closely with other team members to ensure advanced billing and technical questions are reported and escalated.

• A Customer Support Coordinator will be responsible for communicating with digital consumers, troubleshooting basic issues, researching basic billing questions, and assisting with general account help and application navigation.

• Responsibilities

• Interact daily with customers via phone, email, and chat ensuring the customer's inquiry is responded to and resolved within SLA and target goals

• Communicate courteously and effectively to understand issues from the customer's perspective

• Deliver world-class, proactive customer service to internal and external customers

• Ability to meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, and Quality Assurance

• Requirements

• Minimum 1-year customer service experience required; 2-years preferred

• Knowledge of mobile apps, connected devices, and digital TV technology a plus

• Retail experience a PLUS

• Experience with Zendesk preferred

• Experience with Office Suite and demonstrated competency in learning new software

• Strong technical skills and ability to type at least 45 words per minute

• Superior customer service and communication skills (both written and verbal ) with the ability to articulate relevant information and directions in an organized and concise manner to the customers