About the role:
Our client support team is responsible for engaging with clients serving as liaison between carrier and end-user. Our representatives work synchronously with our account management team to deliver the best-in-class support. Their duties include answering phone calls, emails, and tickets from end-users. In addition, our team meets with the client support supervisor to discover new communication tactics while maintaining expert knowledge about US and Canada-based mobile postpaid carriers.
Why Work Here?
- We are an employee focused organization with a “work hard/play hard” culture including a unified mission, strong relationships, and opportunities to build a career.
- We have exponential growth opportunities through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees.
- We offer a comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities.
- We have a strong commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program.
- We focus on work/life balance including hybrid and remote work options and provide 10 paid holidays and 3-5 weeks of flexible PTO per year.
- We pay competitively and have a robust benefits package including top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match.
- We give the opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals out there.
What You’ll Do:
- Handle inbound client Tier I technical support calls and make outbound calls, as needed.
- Handle client support tickets and resolving them to completion.
- Supporting business to business end-users.
- Understand and strive to meet and or exceed call center metrics while providing excellent and consistent client support.
- Utilize software, databases, scripts, and tools appropriately.
- Respond promptly to correspondence from clients.
- Take ownership and respond to cases in the Salesforce, submitted via email, or voicemail.
- Follow communication “scripts” when handling different topics.
- Identify client’s needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Build sustainable relationships and engage clients by taking the extra mile.
- Seize opportunities to upsell products when they arise.
- Take responsibility for updating client information in database systems.
- Always use the knowledge base when working to resolve issues.
- Be flexible within our environment by embracing all changes that are made.
- Any other task assigned by management.
What Skills & Experience You’ll Need:
- 1-2 years of prior call center experience
- Knowledge and experience in mobility.
- Experience working in a ticket system/CRM such as Salesforce and Zendesk.
- A strong attention to detail.
- A get-it-done attitude.
- A high level of ownership to ensure dependability to providing necessary follow-up.
- Strong problem-solving skills with the ability to think outside the box.
Dataprise Diversity Committment:
At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin, or sexual orientation. We are #DataprisePROUD!
Dataprise is proud to be an Equal Opportunity Employer.
