Customer Technical Support (In-Office)

About the role

We are seeking a highly skilled and empathetic Customer Service VIP Specialist to join our Platinum Team to serve as a trusted advocate for our customers. In this role, you will handle complex inquiries, resolve escalated issues, and ensure a seamless customer journey across multiple touch points.

Responsibilities

• Serve as a front-line brand ambassador, providing exceptional support and guidance to customers across all interactions.
• Rapidly respond to and resolve escalated concerns while maintaining professionalism, emotional intelligence, and strong collaboration with quality and support teams.
• Transform neutral or negative customer experiences into positive outcomes through proactive engagement and tailored solutions.
• Demonstrate empathy, patience, and a consistently positive attitude when addressing customer needs and concerns.
• Utilize project management principles to maintain accurate, timely communication with key partners regarding ticket status and emerging issues or opportunities.
• Minimize service disruptions by maintaining system availability and supporting the continued functionality of critical services.
• Apply critical thinking and sound judgment when making customer-focused decisions that reflect and protect the company’s brand.
• Document all customer interactions thoroughly and accurately using designated CRM tools to ensure clarity, visibility, and alignment across teams.
• Build meaningful customer relationships through genuine interest, active listening, and solution-driven support.
• Adapt quickly to change within a fast-paced, dynamic environment while maintaining a positive and solutions-oriented mindset.
• Communicate clearly, accurately, and efficiently with both internal teams and external stakeholders—verbally and in writing.
• Overcome objections with professionalism and empathy to ensure successful outcomes.

Qualifications

• A positive attitude, strong attention to detail, and a customer-first mindset.
• 2+ years of experience in Customer Service, Account Management, or Customer Success.
• 2+ years of telecom customer service experience.
• Excellent verbal and written communication skills.
• Proficiency with CRM platforms such as Salesforce or Workflow Manager (WFM), and familiarity with Microsoft Office tools.
• Strong analytical abilities, including the capacity to identify patterns, trends, and insights in customer behavior.
• Comfortable working in a Secure Workspace (SWS) environment (no personal electronics, pen/paper, etc.).